Manager 2 - IT Operations & Automation

Job Description

Get to Know the Team

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. This is an onsite role based in Kuala Lumpur.

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.

Qualifications

What Essential Skills You Will Need

• 10+ years in IT infrastructure, end-user computing, workplace technology or IT service operations, with hands-on Level 2/3 experience and leadership of Level 1/2 support.
• Proven experience leading technical teams through hiring, coaching, performance management and capability development.
• Strong knowledge of enterprise networking, endpoint technologies, hardware, software, identity and access management, and common operating systems.
• Experience with IT service management, major incident and problem management, root-cause analysis, service-level agreements and operational metrics.
• Experience delivering automation and observability using scripting, APIs, workflow or monitoring tools, with sound testing, security and maintainability practices.
• Strong stakeholder and vendor-management skills, including regional operations, managed-service providers and cross-functional decision-making.
• Experience with endpoint platforms such as Microsoft Intune or Jamf; exposure to self-healing operations, event-driven automation, service intelligence or AI-assisted workflows.
• Certification in ITIL, networking, cloud or endpoint management is an advantage.

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.