Senior Data Analyst, Voice Systems

Company Description

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

Job Description

Get to know our 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 outserving Grabbers with positive, personalised IT experiences. We are looking for individuals with similar customer-centric and innovative values to join our growing team.

Get to know the Role

The Voice Systems team provides one-stop Voice solution with a variety of service modules (In and Outbound call centre solution, Auto Dialer, Video Call, CRM integration, Omni Channel etc.) and dealing with CPaaS vendors to deliver the comprehensive voice solution to the Grab Support Contact Centre. The Senior Data Analyst is expected to be a Subject Matter Expert (SME) in providing the comprehensive Voice solutions for the Grab Support Contact Centre with the details below,

• Support the maintenance of existing systems and the development of new IT platforms.
• Manage existing Voice databases including extracting, cleaning, processing and analyzing data for routine and ad-hoc reports, as well as troubleshooting of existing data systems.
• Acquire data from multiple sources for analytical, integration, and automation purposes.
• Maintains and troubleshoot any issues with the automated reporting system e.g. GrabDesk reporting
• Maintain and ensure data integrity for voice data pipelines e.g. Hugo pipelines, custom ingestion scripts
• Understand Voice data structure and responsible for helping others visualizing voice data.
• Design and implement automation systems for Voice in order to make processes more efficient and provide more value to the business users.
• Manage Voice deployment project in terms of requirements gathering, system setup and configuration, testing and Go-Live.
• Perform analysis and design, write technical specification, configuration and programming, including implementation and testing.
• Design and upgrade existing database/system (AWS RDS/Azure SQL) to support scalable global growth requirements.
• Automate tasks to keep DB systems consistent and optimal.
• Provide guidance and liaise with team members, internal domains and third party service providers in order to resolve the case in a timely manner.
• Supporting, monitoring, security hardening, and optimisation of Database systems (ETL, Datalake, Tableau etc.).
• Defines and configures required monitoring, logging, alerts, and audit controls necessary for Voice systems.
• Proactively ensure the highest levels of systems and infrastructure availability.
• Perform regular security auditing to identify any possible intrusions and identify risks.
• Establishes and maintains proper system documentation and voice infrastructure diagrams.

Qualifications

The must have skills

• BS/MS degree in Computer Science, Engineering or a related subject 3-5 years experience in software engineering work
• Understanding of data flows, data architecture, ETL and processing of structured and unstructured data
• Proven in the use of at least one programming tool, software and language (e.g: Python, JavaScript, SQL)
• Solid in the use of at least one visualization tool (e.g: Tableau, JasperReports, Plotly)
• Familiar at least MySQL,Redshift or PrestoDB
• Knowledge and experience in the principles of data analytics
• Possess good analytical and troubleshooting skills
• Experience supporting multiple platforms such as Linux,Windows and Mac is an added plus
• Must have strong capacity planning and systems optimisations skills
• Ability to work well independently with minimal supervision
• possesses good Systems Documentation practice.
• Excellent oral and written communications in English
• Good technical aptitude including excellent troubleshooting skills
• Being versatile and a critical thinker
• Attention to detail
• A keen doer, always seeking out for the next disruption to the way IT works
• Willing to learn new technologies and systems quickly, and adapt to a very fast paced, fast-changing environment

Really nice to have skills

• Strong problem-solving and analytical skills.
• Self-starter, proactive and resourceful.
• High Emotional Quotient and patient to understand stakeholders' challenges and issues.
• Customer-focused mindset and always looking to outserve internal and external customers.

• Excellent oral and written communications in English.

• Good technical aptitude including excellent troubleshooting skills.

• Attention to detail.

• Willing to learn new technologies and systems quickly, and adapt to a very fast paced, fast-changing environment.