Senior Specialist, End User Computing

Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

Get to Know the Team

Grabber Technology Solutions (GTS) strives to be a technology leader providing predictive and seamless experiences to all Grab employees (Grabbers). We are looking for individuals who share our customer-centric and values to join our growing team.

You will report to the Support Manager.

You will work onsite and office location will be based in Vietnam

Get to Know the Role 

You will be part of the EUC department focused on network support but require a broad technical capacity to support IT Services. You will lead efforts to ensure reliable network performance, comprehensive incident resolution, and support across several IT environments.

You will encompass handling complex technical issues, overseeing health checks, managing technology updates, major incident handling, disaster recovery planning, and delivering periodic status reports. Additionally, we ask that you are capable to act as a deputy for the IT Country Manager during extended absences, serving as a backup and fulfilling a secondary leadership function to ensure continuity of IT operations.

The Critical Tasks You Will Perform

Incident Handling and Resolution:

• Apply solutions to restore IT services and minimize impact on end-users.
• Perform advanced troubleshooting and manage end-to-end incident.

Performance Monitoring:

• Monitor network and IT system performance, including system availability, throughput, and resource use.
• Address system alerts, analyze trends, and report findings to relevant partners with recommendations for improvement.

Health Check:

• Conduct and lead technical assessments to ensure IT services performance, security, and capacity meet operational standards.
• Develop and implement health check procedures and countermeasures based on findings.

Technology Refresh:

• Evaluate and apply software/firmware updates for IT systems according to technical and business changes.
• Conduct testing, oversee change management, and deploy updates with minimal change to operations.

Major Incident / Disaster Recovery Support:

• Lead major incident or disaster recovery projects, update recovery processes, and participate in solution deployment and drills for network and IT systems.
• Support recovery activities during actual events and maintain updated disaster recovery documentation.

Periodic Status Reporting:

• Collect and analyze statistics to track incident trends and resources.
• Prepare comprehensive periodic reports on system performance, maintenance, and incidents for partners.

CMDB, Asset Audit, and Inventory:

• Conduct onsite CMDB updates and ensure data accuracy.
• Perform comprehensive asset audits and manage inventory records.
• Lead efforts in storeroom clean-up, organizing IT assets for accessibility.

End-user Computing (EUC) support responsibilities,

• Manage user accounts and access permissions.
• Troubleshoot hardware and software issues for end-users.
• Be a backup for the Country IT Manager during their absence, ensuring continuity of IT operations.
• Participate in IT projects.

Qualifications

What Essential Skills You Will Need

• Bachelor's degree in Computer Science, Information Technology, or related field.
• At least 5 years of experience in network support, with expertise in Level 2 support.
• Have at least one professional network certification issued by an industry-recognized vendor, demonstrating advanced knowledge in networking concepts, protocols, and technologies.
• Advanced understanding and proficiency in network troubleshooting, performance tuning, and incident management.
• Experience in troubleshooting and, with the ability to address complex technical challenges

Additional Information

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.