Senior Technical Operations Lead at Zoominfo

ZoomInfo is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You’ll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won’t just contribute. You’ll make things happen–fast. 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 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. Familiarity with Jira and Confluence. • Experience with scripting and integrations (Python, JavaScript, Google AppScript, or similar) • Background in SRE transformation or organizational process improvement initiatives #LI-SS4 #LI-Hybrid About us: ZoomInfo (NASDAQ: GTM) is the Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights, trusted data, and advanced automation. Its solutions provide more than 35,000 companies worldwide with a complete view of their customers, making every seller their best seller. ZoomInfo is committed to protecting your privacy when you apply for jobs with us. Please review our Job Applicant Privacy Notice for more details on how we handle your personal information. ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here. ZoomInfo is proud to be an equal opportunity employer, hiring based on qualifications, merit, and business needs, and does not discriminate based on protected status. We welcome all applicants and are committed to providing equal employment opportunities regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic protected by applicable law. We also consider qualified candidates with criminal histories in accordance with legal requirements. For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. ZoomInfo does not administer lie detector tests to applicants in any location.