Senior Service Assurance Manager

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

The Grab Tech Operations team is seeking a Senior Service Assurance Manager driving the Grab Total Quality and Incident Management strategy by developing and driving practices, tools and processes across the Grab Engineering teams. This role will be working in a team of high-impact individual contributors who are closely working with Grab's backend, support and infrastructure teams to drive operational excellence and quality in our production processes and tools.

Get to Know the Role

Grab is seeking a Senior Service Assurance Manager requiring hands-on experience with incident management, project management & planning, experience in bringing organizational transformation/ change, and delivering data-driven performance reports for our key success metrics with an in-depth knowledge of cloud-hosted methodologies. This is a role that requires C-Level stakeholder management, thought leadership in operations best-practices for engineering teams and the ability to lead experienced senior individual contributors.

The Senior Service Assurance Manager will seek innovations and best practices to achieve continual improvement. They will act as a liaison with other functional Grab groups to drive initiatives, coordinate resources, and process improvements. This is an IC position and exceptional interpersonal, analytical, problem-solving, and communication skills are required.

The role will act as a liaison with other Grab engineering teams to drive initiative and process improvements with a focus on operations practices and incident management.

This role will be in the Service Assurance team and develop the Grab Incident, Quality and Operational Excellence Strategy; and will report to the Senior Technical Support Engineering Manager, and is a fully onsite role at our office at Petaling Jaya.

The Critical Tasks You Will Perform

• You will develop in-depth product knowledge of Grab Services
• Drive innovations in the Grab incident, problem and change management process
• Develop, recommend, and enforce operational processes and procedures through the creation and development of KPI management reports
• Develop detailed documents such as escalation processes, operations handbooks, and implementation plans for our production oncall teams
• Oversee and own audit activities such as documentation, compliance, implementation and continuous improvement of our policy-tied processes
• Analyze and recommend changes to service delivery methodologies to increase customer satisfaction
• Acting as an internal escalation point with the SRE / Swarmers team
• Maintain day-to-day knowledge of operational activities and customer issues
• Coordinate with internal departments set expectations, gather requirements and ensure customer satisfaction
• Provide timely and detailed reports of incidents and service outages
• Run org-wide Operational Excellence meetings, driving engagement from attending teams

Qualifications

What Essential Skills You Will Need

• 5+ years of support and/or service operations experience
• In-depth experience with Incident Management and Oncall response best-practices (must have)
• In-depth experience with DevOps methodologies and application
• Strong experience with technical documentation creation (User requirements, Functional specifications, scenario test scripting)
• Strong experience with user story creation and business plan development
• Strong capability to interact with implementation project managers, clients and c-suite senior leadership teams.
• Experience with quality control and technical service assurance
• Strong experience in support and service desk management
• Risk and compliance awareness
• Bachelor's Degree in Computer Science, Business or related degree

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 provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.