Senior Specialist, End-user Computing

About the role

Grabber Technology Solutions (GTS) is looking for a Senior Specialist, End-user Computing to maintain seamless daily operations and drive IT projects. The role provides predictive and personalized IT experiences to all Grab employees, ensures excellent service delivery and operational efficiency, and contributes to a customer-centric team. It reports to the Senior Manager, EUC Region 2 and is based onsite at the Grab One North office.

Key responsibilities

• Guide a team of IT specialists in daily operations and handle escalated complex technical issues
• Lead the response to Major Incident Management (MIM) situations
• Oversee ticket management systems, monitor SLA compliance and work with managed services and external vendors
• Manage the IT asset lifecycle, maintain the CMDB and help propose device or service Bills of Materials
• Maintain documentation to improve IT operational processes
• Facilitate and implement technology projects to increase organisational innovation
• Partner with other GTS teams and support the implementation of EUC security policies

Required profile

• At least 4 years of experience in IT operations support or a related field
• ITIL or another relevant IT service management certification
• Experience managing or guiding a technical support team and resolving complex issues
• Flexibility to cover non-standard hours for maintenance windows or major incidents

Required skills

• ITSM, ticket reporting and SLA monitoring
• Hardware asset management and CMDB maintenance
• macOS and Windows environments
• AI, data analytics and reporting with tools such as ChatGPT, Gemini, Power BI and DataLoader

What we offer

• Term life insurance and comprehensive medical insurance
• Parental and birthday leave, plus volunteering leave
• A Grabber Assistance Programme
• FlexWork arrangements such as differentiated hours