Senior Specialist, End-user Computing

Technology Solutions; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Grabber Technology Solutions (GTS) is seeking a dedicated IT Operations role to ensure seamless daily IT services for Grab employees. You will lead escalation handling, major incident responses, and collaborate with vendors to maintain high service levels.

The role requires onsite work at Grab One North and close alignment with EUC security policies to protect operations and data integrity.

Responsibilities

• Leadership & Escalation Management: Guide a team of IT specialists in daily operations and handle escalated complex issues.
• Major Incident Management (MIM): Own and lead responses to major incidents.
• Service & Vendor Management: Oversee ticket systems, SLA compliance, and vendor collaboration.
• Asset & Procurement Management: Manage IT asset lifecycle and CMDB; help propose BOMs for devices/services.
• Process & Knowledge Management: Maintain documentation for IT operations improvement.
• Project & Innovation Management: Drive technology projects to increase innovation.
• Cross Function Collaboration: Partner with GTS teams to align on products/services.
• Security & Compliance: Support EUC security policy implementation and maintenance.

Job description

Get to Know the 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 empower Grabbers with delightful technology experiences.

Get to Know the Role

This is a critical role important to maintaining seamless daily operations and driving IT projects. You will provide predictive and personalized IT experiences to all Grab employees (Grabbers). You will ensure excellent service delivery and operational efficiency while contributing to a customer-centric team.

You will report to the Senior Manager, EUC Region 2, and be based onsite at Grab One North office.

The Critical Tasks You Will Perform

• Leadership & Escalation Management: Provide guidance to a team of IT specialists in daily operations and handle escalated complex technical issues.
• Major Incident Management (MIM): Take ownership and lead the response to Major Incident Management (MIM) situations.
• Service & Vendor Management: Oversee ticket management systems, monitoring Service Level Agreement (SLA) compliance to ensure service excellence, and collaborate with managed services vendor and external vendors.
• Asset & Procurement Management: Manage the complete IT asset lifecycle, maintaining the Configuration Management Database (CMDB) to ensure data accuracy and integrity. Help propose the Bill of Materials (BOM) for devices or services.
• Process & Knowledge Management: Manage comprehensive documentation, to facilitate continuous improvement of IT operational processes.
• Project & Innovation Management: Increase organisational innovation through the facilitation and implementation of technology projects
• Cross Function Collaboration: Partner with other GTS teams to provide an operational perspective on all products and services.
• Security & Compliance: Support the implementation and maintenance of EUC security policies.