Senior Service Assurance & Incident Excellence Lead
Grab
A complete application in a minute
Tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
Grab is seeking a Senior Service Assurance Manager to lead incident management, quality assurance, and operational excellence across engineering teams. This onsite role in Petaling Jaya requires hands-on expertise in incident response, DevOps practices, and stakeholder leadership to drive data-driven performance and continual improvements.
You will liaise with backend, support and infrastructure teams, develop escalation processes, and deliver detailed incident reports, ensuring high standards
Qualifications
- 5+ years of support and/or service operations experience.
- In-depth experience with Incident Management and On-call response best-practices.
- In-depth experience with DevOps methodologies and applications.
- Strong experience with technical documentation creation (User requirements, Functional specifications).
- Strong experience with user story creation and business plan development.
- Experience interacting with implementation project managers, clients and c-suite leadership.
- 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.
Responsibilities
- Develop and drive Grab Incident, Quality and Operational Excellence Strategy.
- Act as liaison with Grab engineering teams to drive initiatives and improvements.
- Lead on-call, incident management, and escalation processes.
- Prepare KPI reports and operational handbooks for production on-call teams.
- Coordinate cross-functional teams to ensure customer satisfaction and timely incident reporting.
- Run organizational Operational Excellence meetings and drive engagement across teams.
Skills
Education
Job description
Grab is seeking a Senior Service Assurance Manager to lead incident management, quality assurance, and operational excellence across engineering teams. This onsite role in Petaling Jaya requires hands-on expertise in incident response, DevOps practices, and stakeholder leadership to drive data-driven performance and continual improvements.
You will liaise with backend, support and infrastructure teams, develop escalation processes, and deliver detailed incident reports, ensuring high standards
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
