Manager, Platform Engineering

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