Deputy Manager (Application Automation)

Salary: $6,000 per month

• Basic up to $8,000 + HP Allowances + Bonus + AWS

• 5 days work week only

• Must be proficient in .NET, Programming Language (Read and Write), Able to troubleshoot Application Support and SQL 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.

Key Responsibilities

• 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.

• 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.