VP, Cloud Operations

📋 Description

• • Own the end-to-end strategy, architecture, and daily operations of SugarCRM’s global SaaS cloud platform, ensuring 99.9 %+ uptime for tens of thousands of users across North America, EMEA, and APAC.
• • Translate business goals into a multi-year technical roadmap that modernizes our hosting stack, migrates legacy workloads to AWS-native services, and embeds Infrastructure-as-Code (Terraform, CloudFormation) for repeatable, auditable deployments.
• • Lead, mentor, and scale a 24×7, globally distributed team of Site Reliability, DevOps, Database, and Security engineers; institute agile rituals, career ladders, and on-call rotations that promote psychological safety and continuous learning.
• • Partner with Product Management to prioritize reliability, performance, and cost-efficiency features in every release; provide real-time telemetry and post-incident reviews that directly influence product direction.
• • Collaborate with Engineering to drive architectural changes—containerizing monoliths, implementing blue-green and canary releases, and hardening CI/CD pipelines (GitHub Actions, Argo CD) so that new code reaches production safely within minutes, not hours.
• • Champion a culture of observability: define SLIs/SLOs, deploy Prometheus/Grafana/ELK stacks, and automate anomaly detection to surface issues before customers feel them.
• • Design and enforce comprehensive backup, disaster-recovery, and business-continuity plans that meet or exceed ISO 27001 and SOC 2 Type II controls; conduct quarterly game-day exercises to validate RPO/RTO targets under 15 minutes.
• • Own the cloud cost narrative: leverage AWS Cost Explorer, Savings Plans, and rightsizing recommendations to keep infrastructure spend within 5 % of forecast while supporting 30 % year-over-year user growth.
• • Build executive-level dashboards that translate technical KPIs (latency, error budgets, saturation) into business KPIs (ARR risk, renewal likelihood) and present findings to the Board and C-suite.
• • Generate white-papers, reference architectures, and customer-facing collateral that empower Sales Engineers to win large enterprise deals by showcasing our operational maturity.
• • Act as the final escalation point for Sev-0 incidents; model calm, data-driven leadership during crises, and institutionalize blameless post-mortems that convert lessons learned into preventive automation.
• • Foster diversity, equity, and inclusion within the Cloud Operations org by implementing inclusive hiring practices, mentorship circles, and equitable promotion criteria.