About the Role
We are taking multiple banks live as SaaS customers over the next six months, and we are seeking a leader accountable for the service our customers buy. This includes managing SLAs, incident reviews, audits, disaster-recovery programs, and understanding the cost of running each tenant. You will report to the CTO and own SaaS operations end to end, ensuring onboarding is seamless for banks. Your mandate will be to transform onboarding the fifth bank into a checklist rather than a project.
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What You'll Own
- Service management for every SaaS customer: Define and report on SLAs, manage incident communications and post-incident reviews, handle security questionnaires, manage audit cycles, and establish day-to-day support models with each bank's service desk.
- Release and deployment operations: Oversee the release calendar across the tenant estate, manage environment promotion and rollback discipline, oversee production change management, and coordinate rollouts with each bank's change and freeze windows.
- The reliability program: Ensure tested disaster recovery and business continuity, conduct backup verification, maintain a patching and vulnerability-management cadence, and manage capacity planning, as well as develop a cost-per-tenant model for the CFO.
- The tenant onboarding runbook: Create a repeatable path for new banks to go live.
- Our European launch: Manage the rollout of two new Azure regions with data residency, DR, and support coverage in operation.
- Compliance operations: Work with bank risk teams under frameworks such as ISO 27001, SOC 2, and European/Gulf outsourcing regulations.
Your First Six Months
- Successfully onboard four banks across two geographies with agreed SLAs, escalation paths, and incident procedures established from day one.
- Execute and document a disaster-recovery exercise for at least one production environment.
- Establish an on-call rotation covering both regions without requiring heroic efforts.
- Develop a tenant cost model and a capacity plan for the entire estate.
Requirements
- 12+ years in production operations, with significant leadership experience in multi-tenant SaaS environments.
- Proven ownership of customer-facing service management, including leading severity-one incident management and presenting post-incident reviews to executives.
- Experience building or scaling an SRE or platform-operations team, including designing on-call processes across regions.
- Strong knowledge of Kubernetes and cloud technologies to effectively engage engineers on failure modes, disaster recovery design, and capacity management.
- Familiarity with Azure, including regions, availability zones, networking, private connectivity, identity management, and quota planning, with skills to negotiate with Microsoft and bank security teams.
- Knowledge of certification and audit frameworks such as ISO 27001, SOC 2, or banking outsourcing regulations in the EU or the Gulf.
Nice to Have
- Exposure to wealth management, brokerage, or capital markets.
- Experience in operating streaming or workflow infrastructure (e.g., Temporal, Kafka).
- Experience with on-premises software delivery to enterprise customers.
