The company is a wealth-management technology company headquartered in Abu Dhabi, specializing in tailored investing experiences for banks. Our platform facilitates the full order-to-custody lifecycle through a SaaS model on Microsoft Azure, with options for on-premises delivery for clients requiring it.
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We are looking for a leader to oversee our SaaS operations as we onboard multiple banks as customers over the next six months. You will report to the CTO and manage everything from Kubernetes clusters to quarterly service reviews with bank executives. Your goal is to streamline onboarding processes to make them more efficient.
What you'll own:
- Service management for every SaaS customer, including SLA definition and reporting, incident communications, and post-incident reviews.
- Release and deployment operations, coordinating launch activities with each bank's schedules.
- The reliability program, encompassing disaster recovery planning, backup verification, patching, and capacity planning.
- The tenant onboarding runbook for implementing a repeatable process for new banks.
- Our expansion to Europe, focusing on data residency and effective support coverage.
- Compliance operations working with bank risk teams on frameworks like ISO 27001 and SOC 2.
Your first six months:
- Successfully launch four banks across two regions with set SLAs and incident procedures.
- Conduct a documented disaster recovery exercise for at least one production environment.
- Establish an on-call rotation that effectively covers both regions.
- Develop a tenant cost model and overall capacity plan.
Requirements:
- 12+ years in production operations, especially in multi-tenant SaaS environments.
- Proven experience in customer-facing service management and leading incident reviews with customers.
- A background in building SRE or platform-operations teams, with knowledge of regional on-call strategies.
- Proficiency in Kubernetes and cloud technologies to work with engineers on critical operational aspects.
- Familiarity with Azure services and the necessary compliance and audit standards relevant to our operations.
Nice to have:
- Experience in wealth management or capital markets.
- Exposure to streaming or workflow infrastructure technologies.
- Familiarity with delivering on-premises software to enterprise clients.
