Head of SaaS Solutions – São Paulo, Brazil (Hybrid)
Segura · São Paulo, SP, BR
**About Segura™** Segura™ is a global identity security company founded in Brazil in 2001, dedicated to protecting the privileged access of human and machine identities. Our Privileged Access Management (PAM) platform is recognized for its rapid deployment and simplicity compared to legacy alternatives. More than 1,000 organizations across Latin America, North America, EMEA, and APAC trust Segura™, including enterprises in highly regulated industries such as financial services. SaaS is Segura™’s fastest\-growing business and the engine of our global expansion: we are investing to make it the primary way customers around the world consume Segura™. We hold SOC 2 Type II and ISO/IEC 27001 certifications and are actively expanding to other industry standards. This position is central to that journey. **The Position** As Head of SaaS Solutions, you will be responsible for the end\-to\-end operation of Segura™’s SaaS platform: stable, resilient, secure, and available 24/7 for customers across every region we serve. The role reports directly to the CIO and leads a multi\-team organization composed of managers and coordinators. This is not a hands\-on position: it requires practical experience in SRE and cloud, but your core function is to organize, delegate, and oversee the work of the teams. The working model is hybrid, based in the São Paulo metropolitan area. Your scope covers four key areas: * **Site Reliability Engineering (SRE):** reliability strategy, SLOs, observability, capacity, and automation. * **Cloud Infrastructure:** multi\-region Google Cloud foundation, Linux fleet, MariaDB data layer, networking, Infrastructure as Code, and disaster recovery. * **Production Operations \& Support:** 24/7 monitoring, incident and problem management, follow\-the\-sun coverage, and Tier 3 technical escalation. * **Operational Governance \& FinOps:** change and operational governance, ITSM processes, compliance evidence, and ownership of the SaaS cloud budget. You will partner closely with Product Engineering—who owns CI/CD, release, and platform engineering—and Corporate Security, who oversees the platform's security posture and certifications. You will turn the products built by our engineering teams into a reliable global service, taking full ownership of the availability, resilience, and cost efficiency that our enterprise and regulated customers depend on. **What You Will Do** **Reliability and SRE** * Define and own SLIs, SLOs, and error budgets for all customer\-facing services, translating them into contractual SLAs in alignment with Legal and Sales. * Build a mature observability practice (metrics, logs, traces, synthetic monitoring) featuring actionable alerts and low noise. * Drive toil automation, self\-healing capabilities, and runbooks to deliver a measurable reduction in manual operational tasks. * Lead capacity planning, performance engineering, and resilience testing, including game days and chaos engineering experiments. **Cloud Infrastructure** * Own the architecture and roadmap for our multi\-region Google Cloud foundation, including expansion into new regions to satisfy data residency requirements. * Own the reliability of the Linux fleet and MariaDB data layer: high availability, replication, backup, and performance at scale. * Ensure all infrastructure is managed as code (Terraform or equivalent), maintaining consistent, reproducible environments across regions. * Own business continuity and disaster recovery: service\-defined RTO/RPO metrics, tested backups, and regular DR drills. * Collaborate with Product Engineering (owners of CI/CD, release, and platform engineering) on production readiness, deployment safety, and the operability of new products. **Production Operations \& Support** * Run a 24/7/365 follow\-the\-sun operation with clear on\-call rotations and sustainable team workloads. * Own end\-to\-end operational incident management: severity models, escalation paths, customer and executive communications, and the status page. Personally serve as the executive escalation point for Sev1 incidents. Security incidents are led by the SOC, with close cooperation from this role. * Lead blameless postmortems and problem management, ensuring corrective actions are delivered. * Act as the Tier 3 technical escalation point for Customer Support regarding platform issues. **On\-Premises to SaaS Migration** * Drive the migration plan for moving on\-premises (self\-hosted) customers to SaaS, partnering with Product, Customer Success, and Sales. * Build repeatable migration playbooks covering customer environment assessments, data and configuration migrations, cutover windows, and rollbacks. * Guarantee post\-migration capacity, stability, and hypercare, tracking success metrics per migrated customer. **Governance, Compliance, and FinOps** * Establish risk\-proportionate ITSM practices (change, configuration, problem management) without slowing delivery pace. * Partner with Corporate Security (who own