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About the Role

Help shape the future of cloud reliability and operational excellence. Establish a clear and consistent view of service performance, operational health, incident drivers, and change effectiveness across the cloud environment. Connect insights across Support, Customer Success, Product, Engineering, and Cloud Operations to reduce operational risk, improve service stability, and strengthen the customer experience.

Responsibilities

Lead the development of service reliability insights, reporting, standards, and performance measures across cloud services.
Establish consistent frameworks for identifying, categorizing, and analyzing incident causes, recurring issues, service performance trends, and customer impact.
Partner across Support, Customer Success, Product, Engineering, and Cloud Operations to connect operational data, product reliability signals, and customer outcomes.
Translate operational insights and root cause analysis findings into prioritized, accountable improvement plans that reduce incident recurrence and improve service stability.
Own governance of change control practices, including change quality, deployment readiness, change success rates, risk assessment, and analysis of failed deployments or change-related incidents.
Define and monitor reliability metrics, performance thresholds, and progress indicators, providing executive-ready insights on trends, risks, customer impact, and improvement progress.
Drive continuous improvement across incident, problem, and change management practices to strengthen operational discipline, decision-making, and service reliability.

Requirements

11+ years’ experience in cloud operations, service reliability, technical support operations, customer operations, product operations, or a related field, including 6+ years’ management or people leadership experience.
Strong knowledge of cloud operations, service reliability, operational performance measurement, and ITIL Service Management disciplines, including Incident, Problem, and Change Management.
Experience leading reliability, incident analysis, operational insights, service performance, or continuous improvement programs.
Experience developing governance frameworks for change control, release quality, operational readiness, and service reliability.
Advanced analytical, problem-solving, and root cause analysis skills, with the ability to synthesize complex information into clear recommendations and action plans.
Strong cross-functional leadership and communication skills, with the ability to influence stakeholders across Support, Customer Success, Product, Engineering, Cloud Operations, and senior leadership.
Bachelor’s degree or equivalent experience.

Skills

Cloud operations
Service reliability
Operational performance measurement
ITIL Service Management
Incident Management
Problem Management
Change Management
Analytical skills
Problem-solving skills
Root cause analysis
Cross-functional leadership
Communication skills

Location

Hybrid

Work Type

Hybrid

Experience Level

6+ years management or people leadership experience
11+ years’ experience in cloud operations, service reliability, technical support operations, customer operations, product operations, or a related field

Education Level

Bachelor’s degree or equivalent experience
Master’s degree

Salary/Compensations

$163,000 - $277,000 USD

Benefits

Comprehensive health and wellness benefits
Opportunities for mentorship
Continuing education
Focused career goal setting
Free LinkedIn Learning licenses
Mentoring Program
Policies built on mutual trust and support
Comprehensive support for international relocations and permanent residency processes

About the Company

Epicor helps businesses stay future-ready by connecting people, processes, and technology.
Epicor employees are creating a more resilient global supply chain.
Epicor is a team of 5,000 talented professionals creating a world of better business through data, AI, and cognitive ERP.
Epicor is the essential partner for the world's most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Equal Opportunity

Epicor is committed to creating a workplace and global community where inclusion is valued.
If your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.