Manager II, IT Operations & Automation

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.