Technical Operations Specialist III

Technical Operations Manager, Operational Excellence Team, Infrastructure Engineering (Level : Professional Level 3)

The Zoominfo Infrastructure Engineering (IE) team is responsible for building and maintaining the Zoominfo technical infrastructure, including but not limited to development and automated testing platforms, CI / CD pipeline, and a global cloud SaaS solution using multiple cloud providers.

We work hand in hand with Engineering teams who develop and operate tools serving both internal and external customers. We are looking for a highly motivated Technical Operations Manager to design and build strategic processes and govern procedural consistency across the organization.

Reporting to the Director of Strategy and Governance, this role will contribute significantly to the effectiveness of Zoominfo Engineering as a whole and positively impact internal and external customer satisfaction.

What you’ll do :

As the Technical Operations Manager you will be involved in both hands-on and strategic work. You will be leading operational processes across departments, with visibility at the highest levels of the organization.

You will work to improve and enforce technical processes and procedures, including but not limited to incident management, incident retrospective, change management, knowledge management and more.

You will interact with managers and senior leaders in Zoominfo Engineering and across the company. You will track your progress and create visibility and measurements to demonstrate success.

Specifically :

• Lead the design and implementation of incident management and change management procedures and systems. Identify ways to streamline these processes using tools such as Pagerduty, Slack, ServiceNow and more.
• Improve and measure the flow of Critical Incidents through the Retrospective Process. Participate in root cause analysis.
• Keep a finger-on-the-pulse of how processes are being implemented on the ground by conducting hands-on audits of live incident management calls and / or ticketing systems.
• Implement and run incident dry runs / tabletop exercises
• Maintain a feedback loop. Meet with stakeholders to understand any breakdowns in the process, pain points, or lost productivity.

Build relationships with stakeholders and collaborate to overcome these challenges. Address and support questions from users of the processes.

• Identify and track process KPIs and departmental KPIs. Ensure data cleanliness and accuracy. Identify new sources of data and define new KPIs as the organization evolves.
• Publish regular and ad-hoc reports and maintain metric dashboards. Audit automated reports for accuracy.
• Gather and Analyze data to identify usage trends, process violations, user satisfaction, and opportunities for improvement.
• Design and / or implement process automations using scripts and integrations. Draft functional requirements for process automations.
• Ensure that all process documentation is complete and up to date on the knowledge base (Confluence wiki), including process diagrams, FAQ documents, and user guides.
• Mentor a team of technical professionals who participate in the Incident Management process.
• Enhance internal knowledge of third party tools such as Pagerduty, Slack, ServiceNow and more, by liaising with the vendor and sharing announcements, documentation, best practices, and training materials with Zoominfo employees.
• Challenge the status quo and operate in a mode of continuous improvement.

What you’ll bring :

• Bachelor’s degree
• 5+ years of experience in a technical organization (preferred SaaS), preferably in a IT Service Management, Technical Operations, or Incident Management role
• Demonstrated capacity to deliver results within a matrix organizational structure by fostering a culture of continuous improvement and innovation.
• Must have a record of driving projects to improve operations and support-related processes and basic technical support experience.
• Excellent written and oral communication skills
• Team player with positive attitude, enjoys working with others
• Willingness and ability to learn quickly
• Multitasking and organizational skills, attention to detail
• Ability and experience in working with senior managers
• Ability to work in a fast-paced environment
• Experience driving production incident resolution, root cause analysis, post mortem.
• Ability to present data in the form of reports and / or dashboards, and experience using data to make decisions.
• Significant experience working with data in spreadsheets (Excel or Google Sheets)
• Advantage : Experience working with incident management tools, Datadog, Google Data Studio, Tableau or ServiceNow. Familiarity with Jira and Confluence.

ITIL Incident Management Certification preferred.

Advantage : Experience with integrations and scripting, for example JavaScript, Python, Google AppScript.

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LI-Hybrid

Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and / or training.

Your recruiter can share more information about the specific salary range for your desired work location during the hiring process.

We want our employees and their families to thrive.

In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being.