Senior Specialist, End-user Computing
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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.
Requirements
Function: Information Technology
Experience Level: Associate