Hybrid Cloud Reliability & Operations Leader

Epicor; Austin (TX); Hybrid; USD 163,000 - 277,000; Full time

Benefits offered by this job

Health and Wellness benefits

Internal Mobility opportunities

LinkedIn Learning licenses

Mentoring Program

Diversity and inclusion

Work-life balance policies

Global mobility support

Job summary

Epicor is seeking a Director of Service Reliability & Operations Governance to shape the cloud reliability program. You will lead cross-functional efforts across Support, Customer Success, Product, Engineering, and Cloud Operations to drive actionable improvements and reduce operational risk.

The role requires 11+ years in cloud operations with 6+ years of management experience, ITIL discipline knowledge, and a proven ability to turn data into clear recommendations.

Qualifications

• 11+ years in cloud operations or related field with 6+ years in a leadership role.
• Strong knowledge of cloud operations, reliability metrics, ITIL disciplines.
• Experience leading reliability and incident analysis programs.
• Governance frameworks for change control, release readiness, and reliability.
• Excellent analytical and cross-functional communication abilities.

Responsibilities

• Lead development of service reliability insights, reporting, and performance measures across cloud services.
• Establish frameworks to analyze incident causes, recurring issues, trends, and customer impact.
• Partner with Support, Customer Success, Product, Engineering, and Cloud Operations to connect data.
• Translate insights into prioritized improvement plans to reduce incidents and improve stability.
• Own governance of change control practices, including readiness, risk, and post-change analysis.
• Define and monitor reliability metrics and provide executive-ready trend insights.
• Drive continuous improvement across incident, problem, and change management.

Skills

Cloud operations

Service reliability

Cross-functional leadership

ITIL Service Management

Analytical thinking

Education

Bachelor's degree or equivalent experience

Master's degree (preferred)

Job description

Epicor is seeking a Director of Service Reliability & Operations Governance to shape the cloud reliability program. You will lead cross-functional efforts across Support, Customer Success, Product, Engineering, and Cloud Operations to drive actionable improvements and reduce operational risk.

The role requires 11+ years in cloud operations with 6+ years of management experience, ITIL discipline knowledge, and a proven ability to turn data into clear recommendations.