Senior Service Assurance Manager

Grab is seeking a Senior Service Assurance Manager to drive the Grab Total Quality and Incident Management strategy. The successful candidate will develop and drive practices, tools, and processes across the Grab Engineering teams.

Responsibilities:

• 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
• Analyze and recommend changes to service delivery methodologies
• Act as a liaison with other functional Grab groups
• Maintain day-to-day knowledge of operational activities and customer issues
• Coordinate with internal departments
• Provide timely and detailed reports of incidents and service outages
• Run org-wide Operational Excellence meetings

Qualifications:

• 5+ years of support and/or service operations experience
• In-depth experience with Incident Management and Oncall response best-practices
• In-depth experience with DevOps methodologies and application
• Strong experience with technical documentation creation
• 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

Benefits:

• Term Life Insurance and comprehensive Medical Insurance
• GrabFlex benefits package
• Parental and Birthday leave
• Love-all-Serve-all (LASA) volunteering leave
• Confidential Grabber Assistance Programme
• FlexWork arrangements