Service Delivery Lead - L3 AWS Cloud

Responsibilities:

Multi-Cloud Infrastructure Operations

• Operate, maintain, and continuously improve cloud-native production environments across Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP).
• Provide hands-on technical leadership across a broad range of cloud services, including but not limited to:
• AWS: Lambda, ECS/EKS, FSx, Glue, SES, GuardDuty, WAF, Shield Advanced, Security Hub, KMS, Secrets Manager, SNS, SQS, EventBridge, API Gateway, EC2, S3, CloudWatch, Systems Manager
• Azure: Virtual Machines, Azure Kubernetes Service (AKS), Azure Functions, Azure Storage, Azure Monitor
• GCP: Compute Engine, Google Kubernetes Engine (GKE), Cloud Functions, Cloud Storage, Cloud Monitoring
• Monitor, analyze, and troubleshoot infrastructure performance, availability, scalability, and cost efficiency across all cloud platforms.
• Support both production and staging environments, ensuring adherence to 24/7 high-availability and reliability objectives, including strict SLA and SLO commitments.
• Participate in a 24/7 shift rotation to provide round-the-clock operational coverage.
• Provide hands-on technical support and guidance to L2 engineers, leading incident response, root-cause analysis, and resolution of complex infrastructure and application issues.

Operating System Lifecycle & Patch Management

• Lead and oversee operating system patching and lifecycle management across RHEL (v8–v10) and Windows Server (2016–2025) environments using tools such as AWS Systems Manager Patch Manager, Azure Update Management, WSUS, SCCM, and YUM/DNF.
• Maintain strong foundational knowledge of Linux system administration, complemented by deep expertise in Windows (Wintel) operating system patching, hardening, and lifecycle management.
• Plan, schedule, automate, and track patch deployments across development, staging, and production environments, ensuring consistency and repeatability.
• Coordinate patch approvals with security, compliance, and business stakeholders to ensure alignment with organizational policies, risk frameworks, and audit requirements.
• Execute monthly and quarterly patching cycles with minimal service disruption, adhering to defined change management and maintenance windows.
• Perform post-patch validation, health checks, and remediation activities to confirm system stability, security posture, and operational readiness.

Application Deployment & Troubleshooting

• Deploy, operate, and troubleshoot applications across Windows and Linux operating systems in cloud-based and hybrid environments.
• Provide OS-level diagnostics, performance tuning, and stability support to application teams, including CPU, memory, disk, network, and process-level analysis.
• Partner closely with development and DevOps teams to identify, isolate, and resolve infrastructure-, platform-, and OS-related application issues throughout the application lifecycle.
• Implement, maintain, and continuously enhance application monitoring, logging, and alerting frameworks to ensure early issue detection and rapid incident response in production environments.

Security & Compliance

• Execute and manage CIS (Center for Internet Security) control implementations and remediations across multi-cloud environments to strengthen security posture.
• Perform security hardening in accordance with CIS Benchmarks, industry best practices, and government-mandated security baselines.
• Conduct continuous vulnerability identification, assessment, and remediation using tools such as Trend Micro Vision One, Qualys, Tenable, and AWS Config, ensuring timely risk mitigation.
• Track, manage, and renew SSL/TLS certificates across all environments to prevent service disruptions and maintain secure communications.
• Proactively identify and remediate End-of-Life (EOL) and End-of-Support (EOS) components, including operating systems, middleware, and AWS Lambda runtimes, to reduce security and compliance risks.
• Support and maintain compliance with government-grade security, audit, and regulatory requirements, including evidence collection, audit readiness, and remediation tracking.

Container & DevSecOps

• Demonstrate strong working knowledge of container and orchestration technologies, including Docker, Kubernetes, and managed container platforms such as AWS ECS/EKS, Azure AKS, and Google GKE.
• Apply familiarity with DevSecOps principles and practices, including exposure to SHIP-HATS (Secure Hybrid Integration Pipeline – Hive Agile Testing Solutions) within the Singapore Government technology ecosystem.
• Support and maintain CI/CD pipeline operations, ensuring seamless integration with security scanning, vulnerability assessment, and compliance validation tools across the software delivery lifecycle.

ITIL & Service Management

• Adhere to ITIL-based service management processes, including Incident, Problem, Change, and Request Management, ensuring consistent and controlled service delivery.
• Manage, prioritize, and resolve ITSM tickets using platforms such as ServiceNow, Jira, or equivalent tools, meeting defined service commitments and response targets.
• Drive timely and effective ticket escalation and coordination between engineering teams, service owners, and stakeholders to ensure prompt issue resolution.
• Coordinate and govern change management activities, including preparing change documentation and participating in Change Advisory Board (CAB) reviews, providing guidance and oversight to junior engineers.
• Monitor, maintain, and report against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure service performance, accountability, and continuous improvement.

Documentation & Knowledge Management

• Create, maintain, and continuously update comprehensive infrastructure runbooks, system documentation, architecture design artefacts, and change-tracking logs for assigned applications and platforms.
• Develop and standardize Standard Operating Procedures (SOPs), operational guidelines, and knowledge base articles to support consistent service delivery and efficient incident resolution.
• Ensure audit readiness through disciplined documentation practices, including version control, traceability, and alignment with security and compliance requirements.
• Maintain accurate Configuration Management Databases (CMDB) and asset inventories, ensuring alignment with deployed infrastructure and operational states.

Leadership & Mentorship

• Provide technical leadership, guidance, and mentorship to Level 2 and junior engineers, fostering skill development, accountability, and operational excellence.
• Lead and facilitate technical discussions, design reviews, and architecture governance forums, ensuring solutions align with organizational standards, security requirements, and best practices.
• Plan and deliver knowledge transfer sessions, technical training, and operational walkthroughs to uplift team capability and reduce single points of failure.
• Act as the primary escalation point for complex or high-impact technical issues, driving root-cause analysis and sustainable long-term remediation.
• Champion continuous improvement initiatives, automation adoption, and operational best practices to enhance service reliability, efficiency, and team maturity.

Soft Skills & Competencies

• Problem Solving – Demonstrates advanced troubleshooting and analytical skills to diagnose and resolve complex issues across multi-cloud and hybrid environments.
• Communication – Communicates clearly and effectively with technical and non-technical audiences, including engineers, stakeholders, and senior management.
• Leadership – Provides direction and influence to guide teams, drive technical initiatives, and deliver high-quality outcomes.
• Collaboration – Works effectively across engineering, security, operations, and business teams to achieve shared objectives.
• Adaptability – Remains responsive and effective in fast-changing, dynamic, and high-pressure environments.
• Accountability & Attention to Detail – Takes ownership of service delivery and outcomes, ensuring accuracy, reliability, security, and compliance in all implementations.
• Customer Focus – Maintains a service-oriented mindset with strong stakeholder management and a commitment to meeting business and customer needs.
• Continuous Learning – Proactively stays current with evolving cloud technologies, security standards, and industry best practices.
• Resilience – Performs effectively under pressure, particularly during incidents, outages, and critical operational situations.
• Mentorship – Actively develops, coaches, and supports junior engineers to build team capability and long-term sustainability.

This Subject Matter Expert (SME) role requires the individual to consistently demonstrate the following behaviors and capabilities:

• Deep proficiency in Amazon Web Services (AWS), with solid working knowledge of Microsoft Azure and Google Cloud Platform (GCP) to support and guide multi-cloud operations is a must.
• Proven ability to operate within uptime-critical, security-sensitive, and compliance-driven environments, maintaining service reliability and operational excellence.
• Strong technical leadership and mentorship capabilities, providing guidance, oversight, and skills development for junior and mid-level engineers.
• A proactive mindset focused on incident prevention, continuous improvement, and adoption of best practices to enhance system stability and resilience.
• A calm, structured, and methodical approach to incident management, with strict adherence to change management, incident response, and escalation procedures.
• An audit-readiness mindset, supported by rigorous documentation, traceability, and evidence-based operational practices.
• Ability to drive technical escalations, coordinate cross-functional resolution efforts, and manage clear, timely stakeholder communications during incidents and service-impacting events.
• Demonstrated experience working within Singapore Government technology frameworks, policies, and regulatory standards, including alignment with public-sector governance and security requirements.