SVP of Cloud Operations & AIOps Engineering

What if your on-call incidents were already triaged, root-caused, and half-resolved before you even opened your laptop? That's not a vision statement — it's Tuesday for the team you'd be joining. We're hiring a senior executive to own cloud operations and AIOps engineering for a high-scale enterprise SaaS platform that powers customer engagement for global brands. The mandate: make AI agents the primary operators of production, with elite human engineers designing, governing, and extending the autonomous surface — not manually working queues. The Role You'll lead a compact, globally distributed team of top-tier engineers whose job isn't to respond to incidents — it's to build the agents that do. You'll own every reliability outcome across the platform: availability, mean-time-to-recover, and the customer trust that depends on both. This is not a strategy-and-slides position. You'll be in the code, on the bridge during high-severity events, writing root-cause analyses, and personally shipping agent improvements every week. You'll also be the operations executive that enterprise customers and internal leadership turn to when it matters most. Key Responsibilities Drive reliability as a business outcome. Uptime climbing, MTTR falling, customer satisfaction rising — measured weekly, not quarterly. When a major customer is impacted, you're the accountable leader in the room. Architect and govern the AIOps agent ecosystem. Define scope, acceptance criteria, guardrails, and escape hatches for every autonomous agent in production. Hold quality standards even when the pressure is to move fast and skip validation. Lead critical customer escalations. Serve as the executive point of contact for top-tier enterprise accounts during operational events. Engineer the systems and processes that make escalations increasingly rare. Build and retain a world-class senior team. No tiered support structure — every engineer on the team designs agents, owns runbooks, and operates end-to-end. Hiring is selective and intentional. Define the AIOps operating playbook. Determine where agents expand, where humans remain essential, and what the autonomous operations surface looks like over the next 6–12 months. Collaborate across engineering and customer success. The operations layer sits at the intersection — your partnerships with product and CX leaders directly shape reliability outcomes. What We're Looking For Founder-level ownership mentality. You treat production reliability as if your own revenue and reputation depend on it — because in this role, they do. 10+ years in SaaS operations at meaningful scale, including 3+ years as SVP, VP, or Head of Engineering leading a senior-only organization. Deep, current AIOps experience. You've already built or led autonomous incident response, auto-remediation, or agent-driven operations systems in production environments. This isn't aspirational for you — it's how you work today. Hands-on technical depth. You've written or shipped production code within the last year. You drive outage bridges, evaluate agent architectures, and debug real systems — not just review dashboards. Substantial AWS production experience — multi-AZ, multi-account environments with real operational complexity. Executive-grade communication. You present directly to the CEO and to enterprise customer leadership with clarity and confidence. Fluent/advanced English required. US-morning availability (approximately 13:00–17:00 UTC overlap). Nice to Have Published thought leadership on AIOps, autonomous operations, or agent-driven infrastructure — blog posts, talks, open-source contributions. Background in multi-tenant B2B SaaS — community platforms, social engagement, observability, or developer tooling. Hands-on experience with modern observability stacks: Grafana, Prometheus, Loki, Datadog, PagerDuty, OpsGenie, or equivalents. Evidence of deep, obsessive pursuit of a hard problem outside your day job — a side project, unusual hobby, or open-source effort that shows how you think. What Makes This Different You won't be scaling a traditional operations org. You'll be designing one of the industry's first AI-native cloud operations functions from the inside out — at enterprise scale, with real contractual stakes and real customer impact. No token limits, no tooling constraints, no bureaucratic approval chains. The team that cracks this model in the next year becomes the benchmark. You'll be the one leading it. Working Environment Fully remote, async-first — hire and work from anywhere with US-morning overlap. Enterprise customers, startup speed — weekly outcome cycles, fast decisions, evolving playbook. Senior-only team — no L1/L2 tiers; every team member operates at the highest level. Unlimited AI resources — if the right solution requires more compute, better models, or new tools, we invest.