Role Mission: The Manager, Platform Engineering leads a mission‑critical team responsible for platform engineering, life cycle management, reliability, and Tier 3 operations excellence across StarHub's enterprise service platforms.
This role provides both technical leadership and operational oversight, ensuring that life cycle engineers and Tier 3 engineers collaborate effectively to deliver secure, stable, scalable, and high‑performing services to enterprise and government clients.
Accountabilities:
- Own the end‑to‑end architectural standards, design principles, and technology roadmap for all supported platforms.
- Ensure proactive lifecycle planning, structured upgrades, observability, performance management, and long‑term platform resilience.
- Oversee Tier 3 operations to ensure incidents are resolved quickly, problems are eliminated at the root, and changes are implemented reliably and securely.
- Plan upgrades, patches, improvements, and technology refreshes to keep platforms healthy and up‑to‑date.
- Ensure new platforms, features, or major changes are tested, well‑documented, monitored, and fully supportable before moving from pre-prod to live.
- Serve as the technical escalation point for cross‑team collaboration and vendor engagement, ensuring high engineering and service quality.
Responsibilities:
- Strengthen the skills of the life cycle engineers and Tier 3 engineers in troubleshooting, automation, documentation, and platform ownership
- Guide the team in resolving major incidents, identifying the true root cause, and implementing lasting improvements.
- Review and approve significant changes, ensuring they are well‑planned, low‑risk, and properly tested with clear back‑out plans.
- Ensure observability, capacity and performance management capabilities to act before issues arise.
- Confirm that documentation, runbooks, monitoring, support models, and acceptance criteria are in place before any major launch, upgrade or change.
- Ensure the team keeps system configurations, documentation, diagrams, and operational materials accurate and up to date.
- Identify recurring gaps in tools, processes, or designs and lead targeted improvements that boost reliability and efficiency.
Team Scope/ Stakeholders:
- Direct reports: 2x life cycle engineers 1x tier 3 operations lead.
- Indirect reports: 4x tier 3 system engineers (operating a 24/7 shift)
- Works closely with clients, product, engineering, service operation centre, CISO office, security and compliance, regulatory, as well as system integrators and technology vendors.
Requirements:
- 8-10 years in Systems Engineering, Architecture, or Operations roles in telecommunications or service provider environments.
- Proven leadership experience managing multi‑disciplinary technical teams.
- Strong hands-on technical foundation in Linux, Redhat, VoIP/SIP, TCP/IP, and in Web, SCB, and network security.
- Troubleshooting experience in VoIP call routing, call quality, and signalling issues, supported using diagnostic tools (e.g. SIPp, Wireshark).
- Experienced in incident management and stakeholder communication during outages and major incident management.
- Experience working with complex call flows and integrations using Cisco BroadWorks / WebEX is an advantage.
- Excellent communication, interpersonal, and decision‑making skills
