# Manager II, IT Operations & Automation

**Company**: Grab
**Location**: Petaling Jaya
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Grab/744000148920149-manager-ii-it-operations-automation?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f9f56973-0ea

## Description

Grab is Southeast Asia's leading superapp, providing various services such as food delivery, financial management, and transportation.

We are looking for a Manager II, IT Operations & Automation to lead regional IT Operations across Level 1 and 2 infrastructure, end-user computing, workplace technology, and Network Operations Centre services.

Responsibilities:

- 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.

- 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:

- 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.

Benefits:

- Term Life Insurance and comprehensive Medical Insurance.

- GrabFlex, a benefits package that suits your needs and aspirations.

- Parental and Birthday leave, and Love-all-Serve-all (LASA) volunteering leave.

- Confidential Grabber Assistance Programme.

- FlexWork arrangements such as differentiated hours.

## Skills

### Required
- IT service management
- major incident and problem management
- root-cause analysis
- service-level agreements
- operational metrics
- automation
- observability
- scripting
- APIs
- workflow
- monitoring tools
- endpoint platforms
- Microsoft Intune
- Jamf
- self-healing operations
- event-driven automation
- service intelligence
- AI-assisted workflows

### Nice to have
- ITIL certification
- networking certification
- cloud certification
- endpoint management certification

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Grab/744000148920149-manager-ii-it-operations-automation?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)