Director, Site Reliability Operations (SRO)
Department: Global Cloud Operations
Reports To: Vice President, Global Cloud Operations
Location: Remote (U.S.) / Hybrid (Preferred)
Travel: Up to 20% (Domestic and International)
Why Join Omnicell?
At Omnicell, our mission is to transform the pharmacy and nursing care
experience through intelligent automation, cloud-native software, and
operational excellence. As our healthcare platforms continue to scale globally,
ensuring reliable, secure, and uninterrupted service delivery is essential to
our customers and the patients they serve.
Site Reliability Operations (SRO) is the operational heartbeat of Omnicell’s
cloud platform. This organization is responsible for operating production
services, maintaining situational awareness across the enterprise, coordinating
incident response, restoring service, and continuously improving operational
excellence.
As Director of Site Reliability Operations, you will build and lead a modern,
AI-enabled operations organization that moves beyond the traditional Network
Operations Center (NOC). Your team will leverage automation, observability,
operational intelligence, and disciplined operational processes to proactively
manage production environments and ensure exceptional service reliability for
customers around the world.
This is an opportunity to redefine cloud operations by building a world-class
Site Reliability Operations organization that partners closely with Site
Reliability Engineering, Cloud Platform Engineering, Cloud Security, Product
Engineering, and Technical Support.
About This Opportunity
This is not a traditional NOC leadership role.
Reporting directly to the Vice President of Global Cloud Operations, the
Director of Site Reliability Operations will establish Omnicell’s global
operational strategy for cloud services, leading the teams responsible for 24×7
production operations, event management, service restoration, major incident
management, operational governance, and operational readiness.
Working closely with the Director of Site Reliability Engineering, this
organization will execute the operational strategy while SRE continuously
engineers improvements to reliability, automation, and resilience. Together,
these organizations create a modern cloud operating model where reliability is
both engineered and operationally sustained.
The successful candidate will build a proactive, automation-driven operations
organization that reduces operational risk, accelerates service restoration, and
continuously improves the customer experience.
Purpose
The Director of Site Reliability Operations is responsible for leading
Omnicell’s global Site Reliability Operations organization.
This role owns the operational execution, governance, and continuous improvement
of production cloud services, ensuring that customer-facing platforms remain
available, resilient, and operationally efficient.
The organization serves as the central coordination point for operational
awareness, incident response, service restoration, operational communications,
and production readiness while driving automation that reduces manual effort and
improves operational maturity.
Success in this role is measured through operational excellence, service
availability, incident response effectiveness, customer experience, and
continuous operational improvement.
Primary Impact
As Director of Site Reliability Operations, you will define how Omnicell
operates its production cloud environment.
Your leadership will establish a proactive operational culture that leverages
automation, observability, AI-assisted operations, and disciplined operational
processes to detect issues early, minimize customer impact, accelerate service
restoration, and continuously improve operational performance.
Working alongside Site Reliability Engineering, Cloud Platform Engineering, and
Cloud Security, your organization will ensure that production systems remain
stable, resilient, and ready to support Omnicell’s continued growth.
What You’ll Do
Build and Lead a World-Class Site Reliability Operations Organization
Build and scale Omnicell’s global Site Reliability Operations organization.
You will:
Recruit, mentor, and develop Operations Managers and Site Reliability
Operations Engineers.
Build a high-performing global operations organization.
Establish operational standards, career development frameworks, and
leadership expectations.
Foster a culture of ownership, accountability, continuous improvement, and
operational excellence.
Develop a follow-the-sun operational model supporting global cloud services.
24×7 Production Operations
Lead Omnicell’s enterprise production operations organization responsible for
continuous monitoring and operational management of cloud services.
Responsibilities include:
Production Operations
Operational Monitoring
Service Health Management
Event Management
Alert Triage
Operational Escalation
Shift Operations
Operational Command Center
Customer Impact Assessment
Operational Coordination
Ensure operational teams maintain continuous awareness of platform health while
proactively identifying and mitigating production risks.
Major Incident Management
Own Omnicell’s enterprise Major Incident Management (MIM) program.
Responsibilities include:
Executive Incident Command
Major Incident Coordination
Cross-Functional War Rooms
Service Restoration
Stakeholder Communications
Executive Communications
Customer Communications (in partnership with Support)
Incident Documentation
Incident Timeline Management
Escalation Governance
Lead high-severity incidents with urgency, structure, and transparency while
minimizing business and customer impact.
Event & Operational Management
Establish enterprise operational governance for production events.
Own processes supporting:
Event Correlation
Alert Quality
Noise Reduction
Event Prioritization
Operational Dashboards
Monitoring Effectiveness
Operational KPIs
Operational Health Reviews
Partner with Site Reliability Engineering to continuously improve monitoring
quality and operational intelligence.
Operational Readiness
Develop operational readiness standards for new services entering production.
Responsibilities include:
Operational Readiness Reviews
Runbook Validation
Playbook Development
Operational Acceptance
Monitoring Validation
Escalation Readiness
Support Readiness
Disaster Recovery Readiness
Service Transition
Partner with Product Engineering and Site Reliability Engineering to ensure
services are operationally prepared before production deployment.
Operational Excellence & Continuous Improvement
Drive continuous improvement across production operations.
Lead initiatives focused on:
Reducing MTTD (Mean Time to Detect)
Reducing MTTR (Mean Time to Restore)
Improving Incident Quality
Eliminating Recurring Operational Issues
Standardizing Operational Processes
Increasing Automation Adoption
Improving Service Availability
Enhancing Customer Experience
Establish a culture that uses operational metrics and post-incident learning to
drive measurable improvements.
Operational Automation & AIOps
Champion automation and AI-assisted operations across the production
environment.
Lead initiatives supporting:
Automated Incident Response
Self-Healing Workflows
Event Correlation
Intelligent Alerting
Automated Runbooks
Operational ChatOps
AI-Assisted Root Cause Analysis
Predictive Operations
Operational Knowledge Management
Partner with Site Reliability Engineering and Cloud Platform Engineering to
engineer automation that reduces operational toil and improves operational
consistency.
Operational Governance & Service Management
Provide governance across enterprise operational processes.
Own:
Operational Policies
Incident Governance
Problem Management
Change Coordination
Service Health Reporting
Operational Risk Reviews
SLA Compliance
Operational Metrics
Executive Operational Reporting
Ensure consistent operational practices across all production environments.
Managed Service Provider (MSP) Governance
Lead operational governance for Omnicell’s strategic managed service providers.
Responsibilities include:
Operational Performance Management
SLA Governance
Vendor Escalation Management
Operational Reviews
Performance Scorecards
Continuous Improvement Programs
Contractual Operational Alignment
Ensure third-party operational partners consistently meet Omnicell’s operational
standards and customer expectations.
Cross-Functional Partnership
Develop trusted partnerships across:
Site Reliability Engineering
Cloud Platform Engineering
Cloud Security
Product Engineering
Technical Support
Enterprise Architecture
Customer Success
Engineering Leadership
Serve as the operational bridge between engineering organizations and
customer-facing support teams.
Organizational Leadership
Provide strategic leadership by:
Building a globally distributed Site Reliability Operations organization.
Developing future operational leaders.
Driving employee engagement and professional growth.
Creating a culture centered on operational discipline and customer focus.
Encouraging innovation and operational excellence.
Executive Leadership
Partner with executive leadership to:
Present operational health and service performance.
Recommend investments that improve operational maturity.
Communicate production risks and mitigation strategies.
Lead executive incident communications during major outages.
Support enterprise cloud transformation initiatives.
Influence enterprise operational strategy.
What Success Looks Like
First 90 Days
Assess current production operations and operational maturity.
Build relationships with Engineering, Product, Security, and Support leaders.
Evaluate monitoring, incident management, and operational processes.
Identify opportunities to improve operational effectiveness.
Develop a multi-year Site Reliability Operations strategy.
First Six Months
Standardize enterprise incident management processes.
Improve operational dashboards and executive reporting.
Implement operational governance standards.
Launch automation initiatives to reduce manual operational effort.
Recruit key operational leadership positions.
Establish operational KPIs and scorecards.
First Year
Build a high-performing global Site Reliability Operations organization.
Improve MTTD, MTTR, and overall service availability.
Reduce alert fatigue through improved monitoring quality.
Expand operational automation and AI-assisted operations.
Establish a mature, scalable operational model supporting Omnicell’s global
cloud platform.
Become a trusted operational partner across Engineering, Product, Support,
and Executive Leadership.
Who You Are
You are a servant leader who thrives in dynamic production environments and
believes operational excellence is built through discipline, teamwork,
automation, and continuous learning.
You excel at coordinating complex operational events, building high-performing
operations teams, and transforming reactive operational processes into
proactive, data-driven capabilities.
You understand that exceptional cloud operations require strong partnerships
with engineering organizations, customer-facing teams, and executive leadership.
Most importantly, you are passionate about creating resilient operational
systems that enable engineers to innovate while ensuring customers experience
reliable, always-available services.
Minimum Qualifications
Bachelor’s degree in Computer Science, Information Technology, Engineering,
or a related field (Master’s degree preferred).
12+ years of experience in cloud operations, production operations, NOC, SRE,
IT Operations, or related disciplines.
7+ years of progressive leadership experience managing managers and
operational teams.
Experience leading 24×7 global production operations organizations.
Strong understanding of cloud-native architectures, observability platforms,
incident management, and operational governance.
Experience driving operational transformation through automation and process
improvement.
Exceptional executive communication and crisis leadership skills.
Preferred Qualifications
Experience building modern Site Reliability Operations or cloud operations
organizations.
Experience with AIOps, observability platforms, and operational analytics.
Expertise with ITIL, Incident Management, Problem Management, and Change
Management frameworks.
Experience supporting regulated healthcare, SaaS, or enterprise cloud
platforms.
Demonstrated success leading globally distributed operations organizations.
Experience managing strategic managed service providers.
Leadership Expectations
As Director of Site Reliability Operations, you will:
Establish the operational vision for Omnicell’s production cloud environment.
Build and mentor a world-class Site Reliability Operations organization.
Champion operational excellence through disciplined execution, automation,
and continuous improvement.
Lead with urgency, transparency, and accountability during production events.
Foster trusted partnerships across Engineering, Security, Product, and
Support.
Serve as Omnicell’s executive authority on production operations, incident
management, and operational governance.
How You’ll Elevate Omnicell
Your leadership will transform production operations into a strategic capability
that enables Omnicell to deliver reliable, resilient, and secure cloud services
at scale. By building a modern Site Reliability Operations organization grounded
in automation, operational intelligence, and continuous improvement, you will
ensure every customer benefits from exceptional service availability and
operational excellence while providing engineering teams with the confidence to
innovate rapidly and safely.
Since 1992, Omnicell has been committed to transforming pharmacy
care through outcomes-centric innovation designed to optimize clinical and
business outcomes across all settings of care. We strive to be the healthcare
provider’s most trusted partner by our guiding promise of “Outcomes. Defined and
Delivered.”
Our comprehensive portfolio of robotics, smart devices, intelligent software,
and expert services is helping healthcare facilities worldwide to improve
business and clinical outcomes as they move closer to the industry vision of the
Autonomous Pharmacy.
Our guiding principles inform everything we do:
As Passionate Transformers, we find a better way to innovate relentlessly.
Being Mission Driven, we consistently deliver on our promises.
Our Entrepreneurial spirit makes the most of EVERY opportunity for
innovation.
Understanding that Relationships Matter creates synergies that yield the
greatest benefits for all.
Intellectually Curious, eager to think deeper to learn and improve.
In Doing the Right Thing, we lead by example in ALL we do.
We are deeply committed to Environmental, Social, and Governance (ESG)
initiatives. Our ESG efforts focus on creating an inclusive culture and a
healthier world. This includes our Employee Impact Groups, which foster
inclusion and belonging, as well as our learning and well-being programs that
support personal and professional growth. We also prioritize sustainability in
our operations, aiming to reduce our environmental footprint and promote
responsible business practices. Join us in transforming the pharmacy care
delivery model, making patient care safer and smarter for all.
Omnicell is dedicated to fostering an inclusive workplace. We welcome
applications from all individuals, valuing a wide range of perspectives and
backgrounds. As an equal opportunity employer, we do not discriminate based on
race, gender, religion, sexual orientation, gender identity, national origin,
veteran status, or disability. We are committed to making our recruitment
process accessible to everyone. We offer support and reasonable adjustments for
individuals with disabilities during our hiring process. If you need assistance,
please contact us at Recruiting@omnicell.com [Recruiting@omnicell.com].
At Omnicell, respect for privacy and confidentiality is paramount. We adhere to
strict policies to prevent discrimination or retaliation against those who
engage in open conversations about compensation. However, employees privy to
compensation information as part of their job role are expected to maintain
confidentiality, except in specific circumstances outlined by law, such as
during formal complaints, investigations, or as required by legal obligations.
Please note that Omnicell reserves the right to modify job roles and
responsibilities as needed to meet our organization's evolving needs and drive
our mission forward.