Vice President - Hosting & SaaS Operations

Company Description

Role Description

Vice President - Hosting & SaaS Operations

Strategic Objectives for The Role

Build A Sustainable Value Driven Vendor Strategy & Eco System

Build An Effective Cloud Qualities Modernization Function

Upgrade To High-Performance & Operationally Efficient IT Ecosystem

Driving Corporate IT Performance:

Keeping Enterprise Secure:

Top 5 Must-Have Capabilities

1. SaaS Infrastructure Operations Leadership

   – Deep experience running infrastructure operations for enterprise-grade SaaS platforms in AWS, Azure, or GCP.

2. Site Reliability Engineering

   – Built or led SRE teams focused on uptime, automation, and incident response across distributed systems.

3. Security & Compliance Expertise

   – Led security initiatives (SOC 1 Type 2, data protection, threat response) in regulated environments.

4. Platform Lifecycle Management

   – Owned upgrades, patching, modernization, and performance tuning of large-scale platforms.

5. 24x7 Global IT Operations

   – Led geographically distributed operations teams with a strong observability and continuous improvement mindset.

6. Deep Platform Expertise

   in Infor ERP LN or IBM iSeries

7. Strategic Leadership Capability

   - Demonstrates strategic leadership by aligning IT with business goals, anticipating challenges, and adapting effectively to complex, high-stakes environments with strong executive presence.

Key Responsibilities

1.     Site Reliability Engineering & Infrastructure Operations

a.     Develop the SRE function to deliver highly available and resilient services across multiple regions.

b.     Drive automation and self-healing infrastructure practices for proactive incident avoidance.

c.     Own infrastructure strategy (cloud-first) with high availability, scalability, and cost-efficiency in mind.

2.     SaaS & Hosting

a.     Oversee the reliable functioning of cloud hosting & data center environments for the SaaS ERP product.

b.     Ensure multi-tenant architecture meets performance, security, and isolation standards.

c.     Manage vendor relationships and cloud spend optimization.

3.     Security & Compliance Advisory

a.     Contribute to security strategy including application, infrastructure, and data security.

b.     Implement recommendations from the security office and maintain industry-standard security frameworks and controls.

c.     Lead the preparation and execution of compliance audits, including SOC 1 Type 2 and others.

4.     Incident Response & Problem Management

a.     Drive a mature incident response process with defined SLAs, communication protocols, and root cause analysis.

b.     Implement ITIL-aligned problem management to drive permanent fixes and reduce recurring issues.

5.     24x7 IT Operations & Observability

a.     Lead global IT operations with a 24x7 support model and well-defined escalation path.

b.     Drive observability initiatives (logs, metrics, traces) to ensure deep visibility and proactive monitoring across the stack.

6.     Platform Management & Modernization

a.     Own platform lifecycle management including upgrades, updates, and modernization initiatives.

b.     Manage technical debt with a structured roadmap aligned to business outcomes.

7.     Operational Efficiency & Strategy

a.     Drive cost optimization, tool consolidation, and automation to improve IT operational efficiency.

b.     Partner with Engineering, Product, and Support to streamline cross-functional workflows.

Market Trends & Performance Benchmarking

a.     Leverage emerging trends in cloud infrastructure, DevOps, and enterprise SaaS to deliver improved customer sentiment, and operational efficiency.

b.     Lead performance tuning and benchmarking initiatives to continuously improve system responsiveness and reliability.

9.     Strategic Thinker

a.     The ideal candidate is a strategic thinker who balances operational excellence with long-term platform vision. They bring a calm, decisive presence during high-pressure situations like incidents or audits and are skilled at aligning cross-functional teams around shared goals. This leader demonstrates a collaborative and transparent leadership style, empowering teams through trust, accountability, and continuous coaching. They are passionate about growing high-performing, resilient teams, investing in talent development, and creating a culture of ownership and learning. With a forward-looking perspective, they keep a pulse on emerging technologies and evolving customer needs, translating those insights into actionable IT strategies that support business growth, innovation, and scale.

Qualifications

1.     15+ years of experience in IT, with 8+ years in a senior leadership role in a SaaS or enterprise software environment.

2.     Proven track record in leading cloud-native IT operations, preferably for multi-tenant SaaS products.

3.     Deep knowledge of SRE, cloud infrastructure (AWS, Azure, GCP), and modern observability tooling.

4.     Hands-on experience with incident management frameworks and enterprise-grade security practices.

5.     Familiarity with SOC 1 Type 2 or similar audit processes.

6.     Strong leadership, communication, and cross-functional collaboration skills.

Nice to Have

1.     Experience with IBM iSeries, Infor ERP LN, other ERPs, or other complex enterprise software domains.

2.     Certifications in cloud architecture (AWS/Azure), ITIL, CISSP, or related fields.