Senior Specialist, End-user Computing

Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

Grabber Technology Solutions (GTS) aims to be a technology leader that provides predictive and seamless experiences to all Grab employees (Grabbers). We are a diverse team of technology practitioners looking to empower Grabbers with delightful technology experiences.

Get to Know the Role

This is a critical role important to maintaining seamless daily operations and driving IT projects. You will provide predictive and personalized IT experiences to all Grab employees (Grabbers). You will ensure excellent service delivery and operational efficiency while contributing to a customer-centric team.

You will report to the Senior Manager, EUC Region 2, and be based onsite at Grab One North office.

The Critical Tasks You Will Perform

• Leadership & Escalation Management: Provide guidance to a team of IT specialists in daily operations and handle escalated complex technical issues.
• Major Incident Management (MIM): Take ownership and lead the response to Major Incident Management (MIM) situations.
• Service & Vendor Management: Oversee ticket management systems, monitoring Service Level Agreement (SLA) compliance to ensure service excellence, and collaborate with managed services vendor and external vendors.
• Asset & Procurement Management: Manage the complete IT asset lifecycle, maintaining the Configuration Management Database (CMDB) to ensure data accuracy and integrity. Help propose the Bill of Materials (BOM) for devices or services.
• Process & Knowledge Management: Manage comprehensive documentation, to facilitate continuous improvement of IT operational processes.
• Project & Innovation Management: Increase organisational innovation through the facilitation and implementation of technology projects
• Cross Function Collaboration: Partner with other GTS teams to provide an operational perspective on all products and services.
• Security & Compliance: Support the implementation and maintenance of EUC security policies.

Qualifications

What Essential Skills You Will Need

• At least 4 years of experience in IT Operations support or a related field, with Information Technology Infrastructure Library (ITIL) or other relevant IT service management certifications
• Proficient in IT Service Management (ITSM), including ticket reporting and Service level agreement monitoring.
• Proficient in IT hardware asset management and maintaining a Configuration Management Database (CMDB).
• Proficient in a mixed environment of macOS and Windows operating systems.
• Experience managing or guiding a technical support team, and resolving complex issues.
• Proficient in AI, data analytics and date reporting, using tools such as ChatGPT, Gemini, Power BI and DataLoader.
• Flexibility to support non-standard working hours for urgent needs, such as maintenance windows or major incidents.

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.