Job Description

Job Function

Information Technology

Job Summary

The Application Support & Automation Assistant/Deputy Manager owns the end-to-end support model for the organisation's business applications. The role has a dual mandate: ensuring reliable business-as-usual (BAU) support for application users, and driving a shift-left transformation by delivering an AI-powered L1 support agent that resolves user issues through structured knowledge catalogues. Acting as the L2 escalation authority, the manager resolves complex issues manually and systematically codifies those resolutions into the L1 catalogues, continuously expanding the agent's autonomous coverage and reducing dependence on manual support.

Job Responsibilities/Key Tasks(External)

Key Responsibilities

1. Application Support Management (BAU / L2)

• Manage the support function for the organization's business applications, ensuring system availability, stability, and timely resolution of incidents and service requests in accordance with SLAs.
• Serve as the L2 escalation point for complex application issues, coordinating with vendors and internal stakeholders to troubleshoot and resolve incidents.
• Oversee application administration activities, including user access management, configuration, release support, patch coordination, and system health monitoring.
• Drive timely remediation of VAPT findings in collaboration with security, infrastructure, and vendor teams.
• Manage application enhancements, upgrades, testing, and UAT activities with business users and solution providers.
• Ensure effective use of ITSM processes covering incident, problem, and change management, and provide regular service performance reporting.

2. L1 AI Support Agent Strategy & Delivery

• Define and implement the roadmap for an AI-powered L1 support agent to automate the resolution of common application issues.
• Establish and govern a knowledge framework comprising troubleshooting guides, FAQs, decision trees, and resolution scripts.
• Define support scope, escalation criteria, and handover processes between AI-assisted L1 support and human L2 support teams.
• Monitor and optimize agent performance through metrics such as deflection rate, first-contact resolution, escalation quality, and user satisfaction.
• Manage vendors, platforms, budgets, and service delivery associated with the AI support solution.

3. Continuous Improvement & Knowledge Management

• Establish a structured feedback process to convert recurring L2 resolutions into knowledge assets for AI-driven L1 support.
• Develop, review, and maintain knowledge articles to expand self-service capabilities and improve issue resolution.
• Track and report shift-left metrics, including L1 resolution rates, knowledge coverage growth, and reduction in repeat escalations.
• Lead problem management activities by identifying recurring root causes and driving corrective actions, automation opportunities, and permanent fixes.

4. Stakeholder & Change Management

• Partner with business stakeholders to identify support challenges and prioritize service and automation improvements.
• Drive adoption of AI and self-service capabilities through communications, training, and user engagement initiatives.
• Promote a culture of continuous improvement, knowledge sharing, and automation across the support function.

Job Requirements

Professional Qualifications & Relevant Experience

• Degree in Information Technology, Computer Science, or a related field.
• 6–10 years of experience in application support or IT service management, with at least 2 years in a lead or managerial capacity.
• Proven track record delivering support automation, chatbots, or virtual agents (e.g., ServiceNow Virtual Agent, Microsoft Copilot Studio, or LLM-based solutions).
• Strong hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice) and ITIL-aligned processes.
• Experience in knowledge management: building runbooks, KB frameworks, and structured resolution content.
• ITIL Foundation certification required; ITIL Managing Professional or equivalent preferred.

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