Senior Technical Operations Lead

The Zoominfo Infrastructure Engineering (IE) team is responsible for building and maintaining the Zoominfo technical infrastructure, including but not limited to development platforms, monitoring and alerting platforms, AI Tooling for infrastructure automations, and managing a global cloud SaaS solution using multiple cloud providers.
We are seeking an experienced Senior Technical Operations Lead to drive operational excellence across our Infrastructure Engineering organization. This is a high-impact role reporting to the IE Director of Strategy and Governance, where you will design and implement world-class operational processes, establish SRE best practices, and mentor technical teams to achieve exceptional reliability and efficiency. 

Key Responsibilities

SRE Leadership & Transformation

• Lead the design and implementation of SRE practices and tooling across Infrastructure Engineering
• Establish and cultivate an SRE-focused culture at Zoominfo

Operational Process Design & Governance

• Establish clear governance frameworks and procedural consistency. Make decisions about process exceptions and/or changes to accommodate different team contexts. 
• Design and/or implement process automations using scripts and integrations. Define functional requirements and goals for process automations.
• Conduct hands-on and/or automated audits to ensure process adherence and identify improvement opportunities. 

Incident Management & Root Cause Analysis

• Design, implement, and continuously improve Incident Management and Change Management procedures that scale across the organization, using tools such as PagerDuty, Slack, Jira, ServiceNow, and custom integrations
• Lead and participate in root cause analysis sessions, driving teams toward systemic improvements rather than blame
• Design and execute incident dry runs and tabletop exercises to build organizational resilience
• Establish metrics and KPIs that measure incident response effectiveness and drive continuous improvement

Enable Data-Driven Decision Making

• Identify, define, and automate the tracking of operational KPIs and departmental metrics that matter, enabling senior managers to make informed decisions on the basis of data
• Build and maintain metric dashboards and automated reporting systems that provide real-time visibility into operational health
• Analyze trends and surface opportunities for optimization

Stakeholder Engagement, Training & Mentorship

• Build and maintain strong relationships with Engineering managers, Product Managers, and cross-functional stakeholders across geographies
• Maintain a feedback loop. Meet with stakeholders to understand process pain points.
• Influence others by fostering trust, leading by example, and inspiring them with your expertise and passion for reliability practices.  
• Enhance internal knowledge of third party tools such as Pagerduty, Datadog, and more, by educating Zoominfo employees on these tools. Deliver training sessions that make Operational Excellence engaging and motivating for diverse audiences.

 

Required Experience & Qualifications:

• Bachelor’s degree in Software Engineering, Operations Management, or related field
• 7+ years of hands-on experience in technical operations, Site Reliability Engineering (SRE), Incident Management, or IT Service Management roles within SaaS or technical organizations
• Fluent English proficiency (written and verbal) - This is a non-negotiable requirement for working effectively with global teams
• Proven track record designing and implementing operati