Manager II - Country IT

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

You will lead Vietnam's shift from a run-and-maintain IT team to an automation- and AI-first one — owning how IT runs today while rebuilding how it runs tomorrow.

As Country IT Manager, you own End User Computing (EUC) operations for Grab Vietnam: the service desks, endpoint fleet, office IT, and IT service management. You keep the operation reliable, and you make it better — replacing manual, repetitive workflows with automation, self-service, and purpose-built tools.

You are as comfortable resolving an escalation as prototyping a fix so it never recurs. You build with vibe coding, low-code platforms, and agentic workflows.

You report to the Senior Manager, End User Computing. This role is based onsite in Ho Chi Minh City, primarily at our Mapletree office, and covers all Grab Vietnam offices.

The Critical Tasks You Will Perform

• Run operations — oversee the Vietnam service desk, endpoint fleet, and office IT. Prioritise work, meet internal SLAs, and act as Vietnam's primary IT contact for support, applications, IT assets, and escalations.
• Deliver office and infra projects — lead office build, relocations, and network/AV upgrades, working with the relevant stakeholders and service owners.
• Build and automate — design, prototype, and ship scripts, integrations, and lightweight tools that remove manual effort and improve the Grabber IT experience.
• Adopt AI workflows — use AI and agentic automation to take on more of the IT support workload, from everyday requests to the complex issues that normally need a specialist. Guide the team to adopt it responsibly.
• Improve observability — add telemetry, dashboards, and alerting for proactive detection, and strengthen ITSM/CMDB data (e.g., Freshservice) for accurate reporting across the asset lifecycle.
• Partner and govern —work with regional teams on systems, policies, and the security of data, network access, and infrastructure, and manage vendor cost and performance.

Qualifications

What Essential Skills You Will Need

• 5+ years managing IT Operations or EUC teams, including resourcing and capacity.
• Hands-on experience deploying and supporting laptops, desktops, video conferencing, and networking across Mac, Windows, Linux, Android, and iOS, plus running infrastructure projects such as office builds, relocations, and network/AV upgrades.
• Build solutions with AI-assisted development ("vibe coding"), scripting (Python, SQL, shell), and low-code platforms (e.g. n8n). Come ready to walk through tools you have built — the problem, your approach, and the impact.
• Experience with AI and agentic workflows: LLM-assisted development (Claude Code, Cursor, Copilot), tool-calling / MCP integrations, or agent orchestration on real operational tasks.
• ITIL certification or equivalent experience.
• Fluent in English and Vietnamese, written and spoken.
• Telemetry and observability builds (dashboards, alerting, log/metric pipelines).
• ITSM/CMDB customisation (Freshservice, ServiceNow, or equivalent).

You are methodical, communicate clearly, and pick up new technology quickly. Occasional out-of-hours support is expected for 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.