Senior SaaS Reliability & Service Operations Lead

Alpheya; Abu Dhabi; On-site; AED 900,000 - 1,200,000; Full time

Job summary

Alpheya is seeking a Senior SaaS Operations leader to own end-to-end service management for multi-tenant platforms. You will oversee SLAs, incident communication, disaster recovery, and cost-per-tenant planning across regions while coordinating with banks and risk teams.

You will report to the CTO and drive repeatable onboarding for new clients. You will guide release discipline, production change management, and auditing programs to meet ISO 27001/SOC 2 and EU/Gulf outsourcing rules.

Qualifications

• ]12+ years in production operations, leading multi-tenant SaaS
• 12+ years in production operations, leading multi-tenant SaaS
• Ownership of customer-facing service management; led severity-one bridge and post-incident reviews
• Experience building/scaling SRE or platform-operations teams and on-call design across regions
• Azure regions, networking, identity, quota planning, and vendor coordination
• ISO 27001 and SOC 2/audits or bank outsourcing regulation experience

Responsibilities

• Define and manage service level agreements (SLAs), incident communications, and post-incident reviews.
• Lead release and deployment operations with cross-bank coordination and production change management.
• Develop and run the reliability program including disaster recovery, backups, and capacity planning.
• Create and maintain the tenant onboarding runbook for repeatable go-lives.
• Coordinate European launch with data residency, DR, and support coverage.
• Oversee outsourcing compliance with ISO 27001, SOC 2, and regional regulations.

Skills

SRE leadership

Kubernetes

Azure

Incident management

Disaster recovery

Capacity planning

Multi-tenant SaaS

Audit/compliance

Banking domain knowledge

Tools

Terraform

CI/CD pipelines

Monitoring/Observability

Job description

Alpheya is seeking a Senior SaaS Operations leader to own end-to-end service management for multi-tenant platforms. You will oversee SLAs, incident communication, disaster recovery, and cost-per-tenant planning across regions while coordinating with banks and risk teams.

You will report to the CTO and drive repeatable onboarding for new clients. You will guide release discipline, production change management, and auditing programs to meet ISO 27001/SOC 2 and EU/Gulf outsourcing rules.