Role Mission:

The SaaS Technical Lead will lead the operational ownership, governance, reliability, and continuous improvement of the companys shared enterprise software platforms such as PDPA, Marketing Communication, Workload Management, Address Manager, Knowledge Management and Splunk products which are operated under Starhubs telecommunication business.

This role ensures these mission-critical SaaS and enterprise platforms operate securely, reliably, and in compliance with regulatory requirements while enabling business and engineering teams to function efficiently.

The SaaS Technical Lead embeds operational excellence, automation, observability, security, compliance, and cost governance into all enterprise software platforms. The role also supports legacy system modernization initiatives, including migration from On-Premise environments to AWS Cloud.

Accountabilities:

Lead and mentor junior SaaS/platform engineers in supporting enterprise software platforms.
Own day-2 operations including availability, reliability, patching, upgrades, configuration management, and vendor escalations.
Establish and enforce governance standards across enterprise SaaS platforms (access control, security hardening, audit readiness, DR posture).
Drive automation, monitoring, and operational improvements to reduce manual effort and incident rates.
Lead and support legacy system migration initiatives from On-Premise infrastructure to AWS Cloud, ensuring secure, scalable, and resilient target-state architectures.
Collaborate with Shared Services Manager, Platform Architect, Security, Compliance, Procurement, and Business stakeholders to align platform roadmap and operational priorities.

Responsibilities:

Own, operate, and maintain all shared enterprise software platforms under Shared Services governance,
Ensure high availability and reliability of platforms through proactive monitoring, capacity planning, performance tuning, and SLA management.
Support and execute migration of legacy enterprise systems from On-Premise infrastructure to AWS Cloud, including architecture review, migration planning, security hardening, data migration, performance validation, and post-migration stabilization.
Support observability platform administration and integrations with other applications and tools (e.g., Splunk, Dynatrace).
Define and maintain RBAC models, audit trails, security controls, and compliance standards aligned with CSA best practices and MAS-TRM guidelines.
Manage vendor relationships including support contracts, license renewals, escalation handling, performance reviews, and roadmap alignment.
Lead major version upgrades, platform migrations, DR testing, patch cycles, and vulnerability remediation programs.
Support incident response, problem management, root cause analysis (RCA), CAB reviews and continuous service improvement initiatives.
Maintain comprehensive platform documentation including architecture diagrams, operational runbooks, DR procedures, support playbooks, and knowledge base articles.
Track license utilization, SaaS consumption trends, and cost optimization opportunities to improve financial governance and resource efficiency.

Team Scope / Stakeholders:

Leads a small team of SaaS/platform support engineers.
Key stakeholders include:
- Shared Services Manager
- Platform Engineers
- Application & DevOps Teams
- IT Operations & SRE
- Security & Compliance
- Marketing & Business Operations Teams
- Procurement & Vendor Management

Minimum Profile / Track Record:

Desired Background
Seniority, Skills, Certifications (must-haves)
- 8+ years of experience in enterprise platform engineering, SaaS operations, or IT infrastructure engineering.
- Strong experience managing enterprise SaaS platforms and/or on-prem enterprise applications.
- Hands-on expertise in:
  - Access control and RBAC governance
  - ITIL processes (Incident, Problem, Change, Release)
  - Monitoring & observability tools (Splunk, Dynatrace, or equivalent)
  - Automation scripting (Any of Python, Bash, PowerShell)
  - Public Cloud fundamentals (EC2, RDS, IAM, VPC, backup & DR patterns)
- Experience managing vendor escalations and enterprise software contracts.
- Sound knowledge in security and compliance standards (MAS-TRM, CSA).
- ITIL certification, AWS/Azure certifications, or vendor-specific certifications are a plus.
Ideal Track Record:
1. Successfully operated and stabilized multiple enterprise SaaS platforms with measurable improvements in uptime, MTTR, operational maturity, and service quality.
2. Led major platform upgrades, migrations, or modernization initiatives with minimal business disruption.
3. Led or mentored a team of 25 engineers and drove governance standardization across multiple enterprise software platforms.