65 applicants

Company

Original Job Post

ZoomInfo · 2 days ago

Technical Operations Manager III

Waltham, MA

Full-time

Hybrid

Senior Level

$112K/yr - $154K/yr

5+ years exp

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Responsibilities

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical operationsIncident managementProject managementBasic technical supportMatrix organizational structureContinuous improvementProduction incident resolutionRoot cause analysisPost mortemProblem-solvingTeam playerPositive attitudeWillingness to learnMultitaskingOrganizational skillsAttention to detail communication skillsDatadogGoogle Data StudioTableauServiceNowJiraConfluenceITIL Incident Management CertificationIntegrationsScriptingJavaScriptPythonGoogle AppScriptExcel

Required

Bachelor's degree

5+ years of experience in a technical organization (preferred SaaS), preferably in an 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

Preferred

Experience working with incident management tools, Datadog, Google Data Studio, Tableau or ServiceNow

Familiarity with Jira and Confluence

ITIL Incident Management Certification preferred

Experience with integrations and scripting, for example JavaScript, Python, Google AppScript, advance Excel

Company

ZoomInfo

Glassdoor

3.9

ZoomInfo provides B2B contact and company information to accelerate the growth of sales and marketing teams.

Founded in 2007

Vancouver, Washington, USA

1,001-5,000 employees

http://www.zoominfo.com

H1B Sponsorship

ZoomInfo has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Trends of Total Sponsorships

2023 (33)

2022 (112)

2021 (84)

2020 (27)