Manager II, IT Operations – Automation

This is a fully remote position, open to applicants in Vietnam.

📋 Description

• Lead, mentor, and develop the IT Operations team, encompassing hiring, performance management, capability planning, succession planning, and knowledge transfer.

• Take ownership of Level 1 and Level 2 service outcomes across infrastructure, end-user computing, and workplace technology, including outsourced Level 1 support.

• Ensure that incidents, requests, and escalations adhere to agreed-upon service levels.

• Oversee vendor performance through clear metrics, regular reviews, and improvement initiatives.

• Lead the management of major incidents and problems.

• Guarantee timely diagnosis, root-cause analysis, corrective actions, and prevention of recurring issues.

• Foster partnerships with country IT, service desk, engineering, infrastructure, and business teams.

• Conduct regular service reviews, maintain clear communication, manage risks proactively, and escalate issues effectively.

• Define and implement a roadmap for service enhancement, automation, observability, and operational analytics.

• Establish engineering standards for operational tools and automation, including secure design, testing, monitoring, auditability, rollback controls, and appropriate human oversight.

• Report directly to the Head of End User Computing.

• Support regional operations from Malaysia.

⛳️ Requirements

• Over 10 years of experience in IT infrastructure, end-user computing, workplace technology, or IT service operations.

• Hands-on Level 2/3 experience with leadership responsibilities for Level 1/2 support.

• Proven experience in guiding technical teams through recruitment, coaching, performance management, and capability enhancement.

• Strong expertise in enterprise networking, endpoint technologies, hardware, software, identity and access management, and prevalent operating systems.

• Familiarity with IT service management, major incident and problem management, root-cause analysis, service-level agreements, and operational metrics.

• Experience in delivering automation and observability through scripting, APIs, workflows, or monitoring tools.

• Solid practices in testing, security, and maintainability.

• Strong skills in stakeholder and vendor management, including regional operations, managed-service providers, and cross-functional decision-making.

• Experience with endpoint platforms like Microsoft Intune or Jamf.

• Exposure to self-healing operations, event-driven automation, service intelligence, or AI-assisted workflows.

• Certification in ITIL, networking, cloud, or endpoint management is considered an advantage.

🏝️ Benefits

• Term Life Insurance.

• Comprehensive Medical Insurance.

• GrabFlex benefits package.

• Parental leave.

• Birthday leave.

• Love-all-Serve-all (LASA) volunteering leave.

• Confidential Grabber Assistance Programme.

• FlexWork arrangements such as differentiated hours.