Support Manager II, People Systems
On-site · Petaling Jaya, Selangor, Malaysia
Job Summary
Support Manager II, People Systems role based in Grab’s Petaling Jaya office; leads a team of HRIS support specialists delivering reliable service and continuous improvement across Grab’s People Systems landscape. Focus areas include HRIS/Workday support, incident management, service-request handling, user administration, release/change coordination, production support, and performance metrics (SLA attainment, backlog health, resolution time, ticket quality). The role involves budget planning, vendor management, and procurement support, with collaboration across Pops, GTS teams, and external vendors. Emphasizes automation opportunities, shift-left strategies, knowledge management, and adoption of AI tools to enhance productivity and operational efficiency.
Required Qualifications
- 10+ years of experience in enterprise application support
- 3+ years leading Workday HRIS support teams in a regional or global environment
- Hands-on knowledge of Workday HRIS and support models (incident management, service request handling, user administration, release/change coordination, production support)
- Experience managing application support metrics (shift-left, backlog reduction, knowledge adoption, root cause elimination)
- Experience leading teams that support business-critical enterprise systems (prioritisation, escalation management, service recovery)
- Experience with budgets, vendor management, and procurement support for software tools or professional services
- Ability to collaborate with stakeholders (Pops, technology teams, external partners) to translate support issues into operational improvements
- Experience engaging with AI tools and emerging technologies to enhance productivity and workflows
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