Manager II, IT Operations & Automation

Deskripsi pekerjaan

Grabber Technology Solutions (GTS) strives to be a technology leader providing predictive and seamless experiences to all Grab employees (Grabbers). Our diverse team of technology practitioners is dedicated to delivering personalised IT experiences. We are looking for individuals who share our customer-centric values to join our growing team. ### Get to Know the Role Reporting to the Head of End User Computing, you will lead regional IT Operations across Level 1 and 2 infrastructure, end-user computing, workplace technology and Network Operations Centre services. You will manage team capability, service delivery, stakeholder relationships, vendor performance and continuous improvement. You will also drive engineering practices—including automation, observability, operational analytics and approved AI workflows—while partnering with country IT, service desk, infrastructure, engineering and business teams. Based in Malaysia, the role supports regional operations. ### The Critical Tasks You Will Perform - Lead, coach and develop the IT Operations team, including hiring, performance management, capability planning, succession planning and knowledge transfer. - Own Level 1 and Level 2 service outcomes across infrastructure, end-user computing and workplace technology, including outsourced Level 1 support. Ensure incidents, requests and escalations meet agreed service levels, while governing vendor performance through clear metrics, regular reviews and improvement plans. - Lead major incident and problem management, ensuring timely diagnosis, root-cause analysis, corrective actions and prevention of recurring issues. - Build strong partnerships with country IT, service desk, engineering, infrastructure and business teams through regular service reviews, clear communication, proactive risk management and effective escalation. - Define and execute a roadmap for service improvement, automation, observability and operational analytics based on incident trends, stakeholder feedback and measurable business impact. - Establish engineering standards for operational tooling and automation, including secure design, testing, monitoring, auditability, rollback controls and appropriate human oversight.