Regional Head, Platform Engineering  

Position Responsibilities

ZUS Coffee is building one of Southeast Asia's most ambitious consumer tech stacks -- a rapidly scaling loyalty and payments ecosystem, 1,000+ outlets globally, and one of the region's highest-rated consumer apps. The Head of Platform Engineering & IT owns the foundation everything else runs on -- from cloud infrastructure and developer tooling to the IT systems and support operations that keep the business running day to day.

This is a senior leadership role with direct accountability across three distinct teams: Infrastructure, DevOps/SRE, and IT Ops (approximately 10-15 staff across all functions). The person in this role manages team leads, not just individual contributors. You will sit within the Technology Division, reporting to the Regional CTO, and operate as a peer to Heads of Engineering, Data & Analytics, Security, and Enterprise Systems.

This role carries real operational weight. Platform downtime has direct revenue impact. IT failures affect outlet operations. You will be held accountable to outcomes, not just effort.

Infrastructure
  • Cloud architecture and environment management across AWS -- compute, networking, storage, databases, and access controls
  • Capacity planning and environment reliability, ensuring production systems are scaled, redundant, and cost-optimised
  • Cloud cost governance using FinOps practices, CUR analysis, and rightsizing -- with ownership of the infrastructure budget and accountability to hit cost targets
  • Infrastructure roadmap aligned to product and regional growth, presented and defended at the senior leadership level
  • Access provisioning and IAM tooling at the platform layer -- policy, governance, and risk oversight sit with Security & IT Risk; this boundary must be actively maintained
DevOps / SRE
  • CI/CD pipeline design, maintenance, and continuous improvement -- enabling engineering squads to ship fast and safely
  • Observability stack: logging, monitoring, alerting, and tracing across all production services
  • Reliability posture: SLA definition and ownership, incident management, post-mortems, and systemic prevention -- you are accountable for platform uptime, not just responsive to it
  • On-call escalation ownership -- you are in the incident chain for P1/P2 issues and are expected to lead critical incident response, not just observe
  • Developer experience -- ensuring platform tooling and deployment processes reduce friction for Engineering squads
IT Ops
  • End-to-end IT support operations across corporate offices and outlet environments, covering two support teams
  • Helpdesk management: SLA-driven ticket resolution, escalation frameworks, and service quality -- with measurable improvement targets quarter on quarter
  • Endpoint and device management: provisioning, patching, lifecycle, and asset inventory across a large and distributed footprint
  • Software licensing and hardware procurement, including vendor negotiation and contract ownership
  • IT support coverage across ZUS's 1,000+ global outlet network -- operational continuity here is non-negotiable
Cross-Pillar Leadership
  • Platform strategy and roadmap communicated clearly and credibly to Engineering, Security, and C-suite stakeholders
  • Vendor and third-party platform reliability management, with accountability for SLA negotiation and enforcement
  • Budget ownership across platform and IT Ops functions -- you plan it, defend it, and are held to it
  • Team leadership across all three functions: hiring, developing, and managing performance where necessary

a Necessity, not a Luxury