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 up-to-date 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 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.

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

📌 Information Technology Lead (Pune)
🏢 Zendesk
📍 Pune