Job Description
Job Title: Observability & Monitoring Engineer
Location: India
Department: Employee Services Technology & Operations (ESTO) – ITSM & Service Operations
Love making complex systems feel simple and reliable? We’re looking for an Observability & Monitoring Engineer who is equal parts builder and detective—someone who instruments services end-to-end, shines a light on blind spots, and turns noise into actionable signals. You’ll help us evolve a modern RunOps capability that improves reliability, reduces toil, and elevates the employee experience across Zendesk.
About Zendesk
At Zendesk, we believe outstanding customer and employee experiences start with excellent 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 ac
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