Senior Technical Operations Lead

Job Title: Senior Technical Operations Lead

We are seeking an experienced Senior Technical Operations Lead to drive operational excellence across our Infrastructure Engineering organization.

As a Senior Technical Operations Lead, 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)

• Proven track record designing and implementing operational processes at scale

• Demonstrated expertise in SRE principles, practices, and tooling

• Strong data analysis skills with ability to define metrics, build or design dashboards, and use data to drive strategic decisions

• Proven ability to work effectively in a matrix organizational structure

• Ability and experience working with senior management at global organizations

• Hands-on experience with monitoring and observability tools such as PagerDuty and/or Datadog

• Familiarity with Jira, Confluence, Google Data Studio, or Tableau

• Experience with scripting and integrations (Python, JavaScript, Google AppScript, or similar)

• Background in SRE transformation or organizational process improvement initiatives

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