Lead CRM Engineer

Role Mission:

The Lead CRM Engineer owns the reliability, scalability, and delivery of StarHub’s core Customer Relationship Management (CRM) and Order Management (OM) platforms that power customer onboarding, sales journeys, and fulfilment for the Consumer Business.

The role focuses on ensuring stable, high-performing, and resilient CRM/OM platforms, leading engineering execution across customer, product, order lifecycle, and billing integration domains. Operating within a DevOps model, the Lead CRM Engineer drives production excellence through observability, incident management, and engineering best practices, while mentoring engineers and improving system reliability at scale.

Responsibilities:

• Own end-to-end delivery and reliability of CRM/OM services across Customer Management, Product Catalogue, Campaigns, Order Management, and Revenue/Billing integration

• Lead design and implementation of scalable backend services and workflow-driven processes for order lifecycle orchestration

• Review and govern API design and integration patterns across billing, provisioning/OSS systems, digital channels, and external partners

• Ensure API reliability, versioning, and backward compatibility across services

• Drive workflow reliability by improving failure handling, retry mechanisms, and state management for long running and asynchronous processes

• Oversee data integrity and performance across CRM/OM domains, guiding SQL optimization and ensuring consistency across order, provisioning, and billing flows

• Lead DevOps including on-call support, incident response, root cause analysis (RCA), and implementation of preventive fixes

• Reduce recurring incidents through systemic improvements and observability insights

• Ensure stable operation of services on Kubernetes (EKS), including deployment, scaling, and troubleshooting

• Drive improvements in CI/CD pipelines, release automation, and deployment governance

• Establish and enhance observability using Splunk, Prometheus, Grafana, and CloudWatch, ensuring SLA adherence for platform availability and performance

• Conduct design reviews and code reviews, ensuring adherence to engineering standards and best practices

• Mentor engineers and guide team in debugging, system design, and production readiness

• Collaborate with cross-functional teams including Product Owners, QA, DevOps, and vendors to deliver reliable end-to-end customer experiences

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, or related field

• 6-10 years of experience in professional software engineering with strong preference CRM, BSS, or other large-scale enterprise platforms

• Strong hands-on expertise in Java, Spring Boot, REST APIs, microservices, and distributed systems

• Advanced SQL expertise in PostgreSQL and/or Oracle including performance tuning, query optimization and database administration

• Proven experience operating services on Kubernetes-based platforms and cloud environments, preferably AWS

• Experience working in Agile/Scrum teams within telecom BSS/OSS domains such as CRM, billing, order management

• Hands-on experience with workflow-driven systems and orchestration engines