Director, Service Reliability Operations - Austin, Texas, Seattle, Washington

Director, Reliability Operations:

At Expedia Group, we believe travel makes the world better, and our mission is to power global travel for everyone, everywhere. The Service Reliability Operations (SRO) team is at the heart of ensuring our platforms remain reliable, scalable, and always-on for millions of travelers and partners.

We’re looking for Director of Service Reliability Operations to lead our Resiliency efforts. Which includes our NOC and ITSM teams, governance and process . This role is a key operational leadership position reporting into the global VP of IT. You will be responsible for 24/7 oversight of production incident response, performance monitoring, and operational continuity. Importantly, this role will also be instrumental in evolving our NOC into a broader Reliability Operations Center (ROC) – integrating production reliability with aspects of Security Operations (SOC) to create a more unified operational response function across Expedia Group. Alongside our efforts for Business Continuity and DR. If you’re passionate about systems reliability, incident excellence, and evolving how modern tech operations work at scale — this is your opportunity to shape the next era of operations for one of the world’s leading travel companies.

As we mature our approach to reliability, this role will expand to take on aspects of our future Reliability Operations Center. You’ll play a pivotal role in shaping how we respond to outages, preempt issues before they happen, and eventually integrate detection, resolution, and prevention under one roof — including aspects of security response, change risk detection, and production reliability.

Why Join Us:

• Help define how a global platform company like Expedia operates at scale.

• Be part of a next-gen operational transformation focused on reducing friction and enhancing real-time resiliency.

• Work with passionate engineers, product leaders, and technologists in a highly collaborative environment.

• Build something lasting and meaningful — for travelers, for Expedia, and for your career.

In this role, you will:

• Lead & Manage a number of high-performing 24/7 NOC teams responsible for incident detection, response, communication, and coordination.

• Operational Ownership of key ITIL processes: Incident, Event, and Problem Management – driving consistency and service maturity.

• Act as a Bridge between real-time operational response and upstream engineering, reliability, and security teams.

• Drive Incident Excellence – ensuring timely escalation, executive communication, and end-to-end accountability.

• Champion Continuous Improvement, learning from incidents and embedding those learnings into improved processes and tooling.

• Collaborate with Engineering and Security teams to define the future-state Reliability Operations Center (ROC) – combining observability, automation, and SOC-lite capabilities into one operational motion.

• Implement Automation to reduce toil, improve first-responder effectiveness, and enhance alerting.

• Foster Talent – hiring, mentoring, and developing a team culture grounded in curiosity, accountability, and collaboration.

• Support Strategic Programs – such as integrating hybrid cloud observability, agent-based monitoring, and predictive anomaly detection.

• Contribute to Operational Reporting – surfacing KPIs, reliability metrics, and post-incident data to leadership and stakeholders.

Experience and qualifications:

• 10+ years in technology operations roles, with 5+ years leading NOC/SRE/IT Ops teams in a 24x7 global environment.

• Experienced in driving ITSM practices (especially Incident & Problem Management) at scale.

• Technically fluent in incident management tools (PagerDuty, OpsGenie, ServiceNow, etc.), observability stacks (Datadog, Splunk, Grafana), and automation frameworks.

• Understands how to work with both engineering and business teams under pressure during high-severity incidents.

• Comfortable with on-call rotations, shift-based teams, and operational rigor in a real-time, always-on environment.

• Demonstrated experience building and scaling globally distributed teams, with a focus on India-based delivery.

• A clear communicator who thrives in ambiguity and knows how to operate with urgency but without panic.

• Bonus: Experience with or exposure to Security Operations functions, or an interest in converged operations models (e.g., ROC/SOC).

The total cash range for this position in Austin is $201,000.00 to $281,000.00. Employees in this role have the potential to increase their pay up to $321,500.00 which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.