Job Description

Job Title. - Site Reliability Engineer (SRE)

Department - Employee Services Technology & Operations – CIO RUN Function

Experience Level - 4 – 8 Years

Location - Pune, India (Hybrid)

Shift Pattern - APAC and EMEA Shift

Reporting Manager - Yashwant Sinha

Role Overview

We are seeking an experienced Site Reliability Engineer (SRE) with 4 to 8 years of technical expertise to join our SRE and observability team within the CIO RUN function. In this role, you will act as a critical bridge between engineering and operations, driving system stability, proactive detection, and rapid incident mitigation across enterprise systems.

You will be responsible for hands-on configuration of observability platforms, triaging system alerts and user reports, managing incident response workflows, and enforcing end-to-end ITIL lifecycles (Incident, Problem, and Change Management). 

Key Responsibilities

• Partner and collaborate with end users to understand administrative needs, resolve issues and meet business requirements.
• Handle both end user tickets and monitoring tickets from ITIL perspective with end to end ownership maintaining required response and resolution SLA targets.
• Liaise with the problem manager to identify repeated incidents and engage with level 2 or domain teams for permanent fixes.
• Able to manage high impact major incidents P1/P2 and able to perform initial level troubleshooting and triaging.
• Develop and mentor others around application customization via custom objects, validation rules, workflows, flows, process builder, etc
• Implement, own and optimize internal processes to improve efficiency.
• Document procedures, policies, and systems in Runbooks, SOPs and KEDBs/KB Articles.
• Manage and own system administration and help streamline business functionality including: profiles/permissions, role hierarchy, security models, application customization, reports and dashboards, etc

Proactive Monitoring & Observability

• Perform hands-on configuration and tuning of synthetic monitors, application performance monitoring (APM), dashboards, and alert rules in platforms such as Datadog and Dynatrace.
• Drive continuous reduction of alert noise and fatigue by establishing alert correlation rules and actionable threshold triggers.
• Assist in application onboarding to ensure proper logging, tracing, and metric standards are enforced prior to operational go-live.

Triage & Incident Management

• Actively triage incoming system alerts and user-reported issues, minimizing Mean Time to Detect (MTTD) and Mean Time to Restore (MTTR).
• Participate in incident swarming and real-time operational response utilizing modern collaboration and ITSM tools such as Incident.io, Datadog, Jira, and Slack.
• Oversee the lifecycle of monitoring tickets, maintaining strict adherence to SLA compliance and response metrics.

Problem & Change Management

• Conduct thorough Root Cause Analysis (RCA) and facilitate Post-Incident Reviews (PIR) to eliminate recurring incidents.
• Maintain and expand the Known Error Database (KEDB) and runbook documentation to mitigate Single Point of Failure (SPOF) risks across operational workflows.
• Review and govern change requests, verifying risk assessments and rollback plans to maintain operational continuity.

Tooling & Integration Management

• Monitor, troubleshoot, and support bi-directional SaaS integrations and data pipelines (e.g., Salesforce-to-Zuora, Workato, AWS Lambda, and EHC/Zendesk platforms).
• Ensure seamless data flow across ticketing and incident management ecosystems, collaborating with engineering leads to resolve integration breaks.

Required Qualifications

• Experience: 4 to 8 years of experience in Site Reliability Engineering (SRE), IT Operations, System Engineering, or NOC environments.
• Observability Mastery: Hands-on experience configuring observability stacks, including log aggregation, metric creation, APM tracing, and visual dashboards using tools like Datadog, Dynatrace, or New Relic.
• ITIL Proficiency: Strong working knowledge of ITIL frameworks, specifically Incident, Problem, and Change Management integration.
• Cloud & Architecture: Technical experience with cloud platforms (AWS/GCP), API integrations, payload troubleshooting, and database querying via SQL.
• Scripting & Automation: Familiarity with scripting languages (Python, Go, PowerShell, or Bash) for automating tasks, processing telemetry data, or building operational reports.
• Operational Drive: Proven track record in reducing alert fatigue, managing complex system environments, and maintaining composure during high-priority outage events.

Nice to Have

• ITIL 4 Foundation certification or specialized certifications in Incident/Problem Management.
• Prior experience in service-based or consulting environments with broad, multi-client operational exposure.
• Background in a global technology company supporting enterprise-grade, business-critical SaaS systems and distributed topologies.

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.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

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 we’re 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 [email protected] with your specific accommodation request.