Service Delivery Lead - L3 AWS Cloud

re-zoo-me; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

re-zoo-me is seeking a Subject Matter Expert in a multi-cloud, security‑driven environment. The role requires leadership in AWS, Azure, and GCP, plus deep knowledge of container platforms (Docker, Kubernetes) and CI/CD with security controls.

You will drive incident response, patch management, and governance across Linux and Windows estates. The position emphasizes uptime, compliance, and collaboration with security, audit, and development teams in a Singapore-based setup.

Qualifications

• Lead multi-cloud operations across AWS, Azure, and GCP with 24/7 availability.

Responsibilities

• Operate, maintain, and improve cloud-native production environments across AWS, Azure, and GCP.
• Provide hands-on technical leadership and incident response for L2 engineers.
• Oversee OS patching and lifecycle management for Linux and Windows servers.
• Deploy, troubleshoot, and optimize applications in Windows and Linux in cloud/hybrid environments.
• Implement and monitor CI/CD pipelines with security scanning and compliance checks.
• Adhere to ITIL-based service management and track SLAs/OLAs.

Skills

Cloud leadership

Incident management

Cross-team collaboration

Security & compliance

Cost optimization

Analytics & monitoring

Tools

AWS

Azure

GCP

Docker

Kubernetes

AWS ECS/EKS

Azure AKS

GKE

AWS Config

Jira

ServiceNow

Job description

Responsibilities:

Multi-Cloud Infrastructure Operations

• Operate, maintain, and continuously improve cloud-native production environments acrossAmazon 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, ensuringadherence 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 andguidance to L2 engineers, leading incident response, root-cause analysis, and resolution of complex infrastructure and application issues.

Operating System Lifecycle & Patch Management

• Lead and overseeoperating system patching and lifecycle managementacross RHEL (v8–v10) andWindows 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 quarterlypatching cycleswith minimal service disruption, adhering to defined change management and maintenance windows.
• Performpost-patch validation, health checks, and remediation activities to confirm system stability, security posture, and operational readiness.

Application Deployment & Troubleshooting

• Deploy, operate, and troubleshoot applications acrossWindows and Linux operating systemsin 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 resolveinfrastructure-, platform-, and OS-related application issuesthroughout the application lifecycle.
• Implement, maintain, and continuouslyenhance application monitoring, logging, and alerting frameworksto ensure early issue detection and rapid incident response in production environments.

Security & Compliance

• Execute and manageCIS (Center for Internet Security) control implementations and remediationsacross multi-cloud environments to strengthen security posture.
• Performsecurity hardeningin accordance withCIS Benchmarks, industry best practices, andgovernment-mandated security baselines.
• Conduct continuousvulnerability identification, assessment, and remediationusing tools such asTrend Micro Vision One,Qualys,Tenable, andAWS Config, ensuring timely risk mitigation.
• Track, manage, and renewSSL/TLS certificatesacross all environments to prevent service disruptions and maintain secure communications.
• Proactively identify and remediateEnd-of-Life (EOL) and End-of-Support (EOS)components, including operating systems, middleware, andAWS Lambda runtimes, to reduce security and compliance risks.
• Support and maintain compliance withgovernment-grade security, audit, and regulatory requirements, including evidence collection, audit readiness, and remediation tracking.

Container & DevSecOps

• Demonstrate strong working knowledge ofcontainer and orchestration technologies, includingDocker,Kubernetes, and managed container platforms such asAWS ECS/EKS,Azure AKS, andGoogle 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 maintainCI/CD pipeline operations, ensuring seamless integration withsecurity scanning, vulnerability assessment, and compliance validation toolsacross 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 resolveITSM ticketsusing platforms such asServiceNow,Jira, or equivalent tools, meeting defined service commitments and response targets.
• Drive timely and effectiveticket escalation and coordinationbetween engineering teams, service owners, and stakeholders to ensure prompt issue resolution.
• Coordinate and governchange management activities, including preparing change documentation and participating inChange Advisory Board (CAB)reviews, providing guidance and oversight to junior engineers.
• Monitor, maintain, and report againstService Level Agreements (SLAs)andOperational 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 standardizeStandard Operating Procedures (SOPs), operational guidelines, andknowledge base articlesto support consistent service delivery and efficient incident resolution.
• Ensureaudit readinessthrough disciplined documentation practices, including version control, traceability, and alignment with security and compliance requirements.
• Maintain accurateConfiguration Management Databases (CMDB)andasset inventories, ensuring alignment with deployed infrastructure and operational states.

Leadership & Mentorship

• Providetechnical leadership, guidance, and mentorshiptoLevel 2 and junior engineers, fostering skill development, accountability, and operational excellence.
• Lead and facilitatetechnical discussions, design reviews, and architecture governance forums, ensuring solutions align with organizational standards, security requirements, and best practices.
• Plan and deliverknowledge transfer sessions, technical training, and operational walkthroughsto uplift team capability and reduce single points of failure.
• Act as theprimary escalation pointfor complex or high-impact technical issues, driving root-cause analysis and sustainable long-term remediation.
• Championcontinuous 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.

ThisSubject 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 ofMicrosoft AzureandGoogle Cloud Platform (GCP)to support and guide multi-cloud operations is a must.
• Proven ability to operate withinuptime-critical, security-sensitive, and compliance-driven environments, maintaining service reliability and operational excellence.
• Strongtechnical leadership and mentorship capabilities, providing guidance, oversight, and skills development for junior and mid-level engineers.
• A proactive mindset focused onincident prevention, continuous improvement, and adoption of best practices to enhance system stability and resilience.
• Acalm, structured, and methodical approach to incident management, with strict adherence tochange management,incident response, and escalation procedures.
• Anaudit-readiness mindset, supported by rigorous documentation, traceability, and evidence-based operational practices.
• Ability todrive technical escalations, coordinate cross-functional resolution efforts, and manageclear, timely stakeholder communicationsduring incidents and service-impacting events.
• Demonstrated experience working withinSingapore Government technology frameworks, policies, and regulatory standards, including alignment with public-sector governance and security requirements.