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Posted on:
7 hours ago
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1 Vacancy
Job Summary
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 Were looking for an Observability & Monitoring Engineer who is equal parts builder and detectivesomeone who instruments services end-to-end shines a light on blind spots and turns noise into actionable signals. Youll 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 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 correlationinstrumenting services building dashboards tuning alerts and partnering with Incident/Problem/Change to drive measurable reliability outcomes.
What Youll 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
Experience: 48 years in Observability/SRE/Platform/Monitoring roles supporting SaaS or enterprise applications.
Telemetry tools: Hands-on with monitoring and logging tools.
Tracing & metrics: Strong grasp of distributed tracing RED/USE/golden signals SLI/SLO/SLA and error budgets.
Automation & code: Proficient in common languages such as Python.
Cloud & platforms: Experience with AWS
ITSM fluency: Comfortable operating within Incident/Problem/Change frameworks; adept at runbooks RCAs and post-incident reviews.
Data mindset: SQL or log query languages; can translate telemetry into insights and narratives.
Soft skills: 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 Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.
Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
As part of our commitment to fairness and transparency we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & 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 with your specific accommodation request.
Key Skills
- Business Process
- Active Directory
- Customer Service
- Information Technology
- HIPAA
- Information Security
- Infrastructure
- Linux
- Project Management
- Nist
- Risk Assessments
- Procedures
- hardware
- Data Analysis
- Technical Support
