Country IT & Automation Manager

About the role

In this pivotal role, you will spearhead the transformation of Grab's IT department in Singapore, shifting from a conventional maintenance approach to a more advanced automation and AI-focused framework. Your responsibilities will encompass overseeing daily end-user computing operations while designing innovative technical solutions aimed at minimizing manual tasks and enhancing overall service delivery.

Key facts

What you'll do

• Take charge of the Singapore service desk, managing the endpoint fleet and office IT operations, while being the primary escalation point for any support issues.
• Lead infrastructure initiatives, including office relocations, network enhancements, and audiovisual installations to ensure seamless operations.
• Create and implement scripts, integrations, and lightweight tools designed to alleviate manual operational tasks, thereby increasing efficiency.
• Introduce AI-driven workflows to manage IT support requests, guiding your team in the responsible use of AI technologies.
• Improve system observability by developing dashboards, alerts, and telemetry pipelines that provide real-time insights into system performance.
• Ensure the accuracy and reliability of IT Service Management (ITSM) and Configuration Management Database (CMDB) data within platforms such as Freshservice.
• Collaborate with regional teams to uphold security protocols and effectively manage vendor performance and associated costs.
• Engage in capacity planning and resource allocation to optimize team performance and service delivery.
• Foster a culture of continuous improvement by identifying areas for automation and efficiency gains within the IT operations.
• Provide mentorship and guidance to team members, promoting skill development and knowledge sharing.
• Stay updated on the latest trends in IT automation and AI, integrating relevant advancements into the team's operations.

Requirements

• A minimum of 5 years of experience in managing IT operations or end-user computing teams, with a strong focus on capacity planning.
• Demonstrated proficiency in deploying and supporting a diverse range of hardware across platforms such as Mac, Windows, Linux, Android, and iOS.
• Proven experience in managing physical infrastructure projects, including office builds and network upgrades.
• Strong capability in developing solutions using programming languages and tools such as Python, SQL, shell scripting, and low-code platforms like n8n.
• Familiarity with AI-assisted development tools, including Claude Code, Cursor, or Copilot, and experience in agent orchestration.
• ITIL certification or equivalent professional experience is highly desirable.
• Experience in customizing ITSM and CMDB platforms, particularly Freshservice or ServiceNow.
• Willingness to provide out-of-hours support during significant incidents as needed.

Nice to have

• Experience in leading teams through digital transformation initiatives, particularly in the IT sector.
• Knowledge of cloud technologies and their application in IT operations.
• Familiarity with cybersecurity best practices and frameworks.

Skills & tools

• Proficient in Python, SQL, and shell scripting for automation and tool development.
• Experience with low-code platforms like n8n for rapid solution deployment.
• Familiar with AI development tools such as Claude Code, Cursor, and Copilot for enhancing productivity.
• Knowledge of ITSM platforms like Freshservice and ServiceNow for managing IT operations.
• Understanding of ITIL principles and practices for effective IT service management.
• Competence in telemetry and observability tools for monitoring system performance.

Practical notes

• Grab offers a comprehensive benefits package that includes term life and medical insurance, as well as customizable GrabFlex benefits. Additional perks include parental leave, birthday leave, and volunteering leave.
• Employees have access to the Grabber Assistance Programme, which provides support for various personal and professional needs.
• This position is based onsite at the One-North office, and the company promotes FlexWork arrangements, allowing for differentiated working hours to enhance work-life balance.

About the company

Grab is Southeast Asia's leading superapp offering ride-hailing, food delivery, package delivery, and digital financial services. Founded by Anthony Tan and Tan Hooi Ling in 2012, Grab operates across eight countries in Southeast Asia and went public on NASDAQ via SPAC in December 2021.