Information Technology Lead

Zendesk, Inc.; Pune District; Hybrid; INR 1,600,000 - 2,600,000; Full time

Job summary

Zendesk, Inc. is seeking an Observability & Monitoring Engineer to design and operate the telemetry backbone for internal platforms and business-critical apps. You will implement metrics, logs, traces, and dashboards to drive reliability and actionable visibility.

Hybrid role in India with IST-aligned core hours; on-call rotation; collaboration with global teams. You will work with OpenTelemetry, dashboards, and incident readiness to reduce MTTR and improve RCAs.

Qualifications

• 4–8 years in Observability/SRE/Platform/Monitoring roles.
• Hands-on experience with monitoring and logging tools.
• Strong grasp of distributed tracing, RED/USE/golden signals, SLI/SLO/SLA, and error budgets.
• Proficient in Python.
• Experience with AWS.
• ITSM fluency: Incident/Problem/Change frameworks; runbooks, RCAs, and post‑incident reviews.
• SQL or log query languages; can translate telemetry into insights.
• Clear communicator and collaborative partner.

Responsibilities

• Design the observability stack and define standards for metrics, logs, and traces.
• Instrument priority services and automate baselining and anomaly detection.
• Build dashboards and health maps for apps, network, HRIS, and integrations.
• Develop alerting policies as code and minimize false positives.
• Partner with Incident & Problem Management to accelerate triage and RCAs.
• Integrate observability with CI/CD, feature flags, and CMDB/service catalog.

Skills

Python

AWS

Observability

SRE

SQL

Tools

OpenTelemetry

Datadog

Grafana

Prometheus

Job description

Job Title: Observability & Monitoring Engineer

Location: India

Department: Employee Services Technology & Operations (ESTO) – ITSM & Service Operations

About Zendesk

At Zendesk, we believe outstanding customer and employee experiences start with great service and resilient platforms. We lead with empathy, innovate with purpose, and celebrate diversity and inclusion in everything we do. Join our global team and help us build an observability practice that others want to copy.

The Role

You will design and operate the telemetry backbone for our internal platforms and business-critical applications. This role spans metrics, logs, traces, synthetics, RUM, and event correlation—instrumenting services, building dashboards, tuning alerts, and partnering with Incident/Problem/Change to drive measurable reliability outcomes.

What You’ll Do

• Design the observability stack: define and implement standards for metrics, logs, traces, and profiling (e.g., OpenTelemetry collectors, exporters, and context propagation).
• Instrument what matters: establish golden signals, SLIs/SLOs, and health checks for priority services; automate baselining and anomaly detection.
• Build actionable visibility: create executive and on‑call views (dashboards, service health, dependency maps) for Apps, Network, Collaboration tools, HRIS, and integrations.
• Engineer signal > noise: develop alerting policy as code; reduce false positives; implement suppression, deduplication, and auto‑remediation runbooks.
• Partner in operations: work hand-in-hand with Incident & Problem Management to accelerate triage, cut MTTR, and drive durable RCAs and prevention actions.
• Integrate the ecosystem: connect observability to CI/CD, feature flags, incident tooling CMDB/service catalog, and collaboration channels (Slack/Zoom).
• Champion reliability culture: coach product and platform teams on instrumentation patterns, trace context, and SLO thinking; contribute reusable modules/templates.
• Continuously improve: lead telemetry hygiene initiatives, cost/usage optimization of monitoring platforms, and performance tuning across tiers.
• Security & compliance: ensure monitoring data is handled per policy; implement role‑based access and guardrails for sensitive logs/metrics.

What You Bring

• 4–8 years in Observability/SRE/Platform/Monitoring roles supporting SaaS or enterprise applications.
• Hands‑on experience with monitoring and logging tools.
• Strong grasp of distributed tracing, RED/USE/golden signals, SLI/SLO/SLA, and error budgets.
• Proficient in common languages such as Python.
• Experience with AWS.
• ITSM fluency: comfortable operating within Incident/Problem/Change frameworks; adept at runbooks, RCAs, and post‑incident reviews.
• SQL or log query languages; can translate telemetry into insights and narratives.
• Clear communicator, collaborative partner, bias to action, and calm during outages.
• Nice to have: Service maps/dependency modeling, synthetic/RUM design, APM transaction tuning, log schema governance.
• Experience integrating observability with CMDB/service catalog and feature flag systems.
• Certifications (e.g., AWS, Datadog).

Working Model

• Hybrid role in India collaborating with global teams; core hours aligned to IST with occasional off‑hours participation for major incidents or change windows.
• Part of an on‑call rotation with follow‑the‑sun support.
• Please note that Zendesk can only hire candidates who are physically located and plan to work from Maharashtra or Karnataka.

Equal Opportunity Statement

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer.

If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre‑employment testing, or otherwise participate in the employee selection process, please send an e‑mail to [e-mail] with your specific accommodation request.