Senior Service Assurance & Incident Management Lead

Grab; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading Southeast Asian superapp is seeking a Senior Service Assurance Manager to drive quality and incident management strategies. This role requires 5+ years of operations experience, especially in incident management, project management, and expertise in DevOps methodologies. The ideal candidate will develop processes to improve service delivery and maintain operational excellence. This full-time position is based in Petaling Jaya, Malaysia, and offers a dynamic work environment with a focus on continuous improvement.

Benefits

Term Life Insurance

Medical Insurance

FlexWork arrangements

Parental leave

Birthday leave

Qualifications

• 5+ years of support and/or service operations experience.
• In-depth experience with Incident Management and Oncall response best-practices.
• Strong experience with user story creation and business plan development.

Responsibilities

• Develop in-depth product knowledge of Grab Services.
• Drive innovations in the Grab incident, problem and change management process.
• Provide timely and detailed reports of incidents and service outages.

Skills

Incident Management

DevOps methodologies

Technical documentation

Service desk management

Risk and compliance awareness

Education

Bachelor's Degree in Computer Science, Business or related degree

Job description

A leading Southeast Asian superapp is seeking a Senior Service Assurance Manager to drive quality and incident management strategies. This role requires 5+ years of operations experience, especially in incident management, project management, and expertise in DevOps methodologies. The ideal candidate will develop processes to improve service delivery and maintain operational excellence. This full-time position is based in Petaling Jaya, Malaysia, and offers a dynamic work environment with a focus on continuous improvement.