IT Operations Manager

Get to know our Team
Grabber Technology Solutions (GTS) aims to be a technology leader that provides predictive and seamless experiences to all Grab employees (Grabbers). We are a diverse team of technology practitioners looking to outserve Grabbers with positive, personalized IT experiences. We seek individuals with similar customer-centric and innovative values to join our growing team.

Get to know the Role
Primary IT contact within the country for all IT-related support including but not limited to operational, application, office builds, service delivery, and escalations.

The Day-to-Day Activities

• Plan, organize, control, and evaluate IT operations, prioritize, and ensure compliance with internal service level agreements (SLAs).
• Work with other teams to design, develop, implement, and coordinate systems, services, policies, and procedures.
• Ensure the security of data, network access, and infrastructure systems.
• Identify areas of improvement to implement/propose solutions to improve user experience and refine system functionality.
• Provide ground leadership and manage staff (internal & external) by recruiting, training, and coaching employees, communicating job expectations and appraising their performance, assist in building talent development road maps for the team.
• Monitor the workload of team members and provide regular updates to management on trends.
• Audit systems, processes and assess their outcomes, and perform quality control to check on cost/performance objectives.
• Assess vendors' capabilities, monitor vendors' performance, and provide recommendations.
• Corporate device life cycle management and ensuring inventory accuracy.
• Participate in Country IT budget planning, control, and management.
• Support and collaborate in initiatives, projects, and audits.
• Learn, live, and coach Grab’s V.M.P (Vision. Mission. Principles), lead changes by bringing clarity, energy, and delivering success

Requirements

The Must-Haves

• Minimum 5 years experience as IT Operations manager.
• Experienced in managing IT infrastructure-related projects, such as network upgrades, and office expansions and relocations.
• Excellent knowledge of technical management, information analysis, and computer hardware/software systems.
• Team and resource management experience in a fast-paced environment.
• Experience in an MNC-level End User Computing function.
• Support experience with various operating systems (Mac, Windows, Linux, Android, iOS).
• Hands-on experience in procurement, vendor management, and budget control.
• Hands-on experience in deploying and supporting desktops, laptops, video conferencing, and networking devices.
• Hands-on experience in data analytics and dashboard implementation.
• ITIL certification or experience preferred.

The Nice-to-Haves

• Methodical and disciplined approach to problem-solving.
• Strong customer service, organizational, prioritization, multitasking, communication, and leadership skills.
• Excellent oral and written communication.
• Willing to learn new technologies and systems quickly, and adapt to a very fast-paced, fast-changing environment.
• Attention to detail.
• Good technical aptitude including excellent troubleshooting skills.
• A self-starter attitude, with an ability to tackle complex issues independently.
• Willingness to work outside of normal business hours to handle urgent business requirements (e.g. service interruptions, deadlines).