Senior Service Assurance Manager Job Vacancy in Kudo Singapore – Updated today

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Full Details :
Company Name : Kudo
Location : Singapore
Position :

Job Description : Life at Grab
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.
Get to know the Team
The Grab Operations team is seeking a Service Assurance Manager requiring hands-on experience with delivering DevOps and Incident management practices, tools and processes across the Grab Engineering teams. This role will be closely working with Grab’s backend, support and infrastructure teams to drive operational excellence and quality in our production processes and tools.
The Grab Tech Ops team is a multi-functional org responsible for driving process streamlining, re-engineering, training and automation within the Grab Engineering Community alongside our Backend and Development teams.
Get to know the Role
Grab is seeking a Service Assurance Manager requiring hands-on experience with incident management, project management & planning, experience in bringing organizational transformation/ change, and delivering data-driven performance reports for our key success metrics with an in-depth knowledge of cloud-hosted methodologies.
The Service Assurance Manager will seek innovations and best practices to achieve continual improvement. They will act as a liaison with other functional Grab groups to drive initiatives, coordinate resources, and process improvements. This is an IC position and exceptional interpersonal, analytical, problem-solving, and communication skills are required.
The role will act as a liaison with other Grab engineering teams to drive initiative and process improvements with a focus on Operations practices and incident management. This is a developer position with interpersonal, analytical, problem-solving, and communication skills required.
The Day-to-Day Activities
Develop in-depth product knowledge of Grab Services
Act as the Voice of the Customer (VOC) across Grab services
Drive innovations in the Grab incident, problem and change management process
Develop, recommend, and enforce operational processes and procedures through the creation and development of KPI management reports
Develop detailed documents such as escalation processes, operations handbooks, and implementation plans for our production oncall teams
Oversee and own audit activities such as documentation, compliance, implementation and continuous improvement of our policy-tied processes
Analyze and recommend changes to service delivery methodologies to increase customer satisfaction
Acting as an internal escalation point with the SRE organization
Maintain day-to-day knowledge of operational activities and customer issues
Coordinate with internal departments set expectations, gather requirements and ensure customer satisfaction
Coordinate and facilitate regularly scheduled project and status update meetings
Provide timely and detailed reports of incidents and service outages
Run org-wide Operational Excellence meetings, driving engagement from attending teams
The Must-Haves
In-depth experience with DevOps methodologies
Very strong experience with technical documentation creation (User requirements, Functional specifications, scenario test scripting,…etc)
Excellent written and verbal communication skills with the ability to interact with implementation project managers and clients.
Experience with quality control and technical service assurance
Strong analytical, problem-solving abilities and troubleshooting skills
Strong experience in applications support
Bachelor’s Degree or higher
7+ years of client support and/or service assurance experience
Our Commitment
We are committed to building diverse teams and creating an inclusive workplace that enables all Grabbers to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation and other attributes that make each Grabber unique.
About Grab
Grab is the leading superapp platform in Southeast Asia, providing everyday services that matter to consumers. Today, the Grab app has been downloaded onto millions of mobile devices, giving users access to over 9 million drivers, merchants, and agents. Grab offers a wide range of on-demand services in the region, including mobility, food, package and grocery delivery services, mobile payments, and financial services across 428 cities in eight countries.
Join us today to drive Southeast Asia forward, together.

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