3 days ago
Pune, IndiaMid Level / Senior
Responsibilities
- Partner with end users to understand administrative needs, resolve issues, and meet business requirements.
- Own end-user and monitoring tickets through the ITIL lifecycle while meeting response and resolution SLA targets.
- Manage high-impact P1/P2 incidents, perform initial troubleshooting and triage, and participate in incident swarming.
- Configure and tune synthetic monitors, APM, dashboards, alert rules, logging, tracing, and metrics.
- Reduce alert noise and fatigue through alert correlation rules and actionable thresholds.
- Conduct root cause analyses and post-incident reviews to eliminate recurring incidents.
- Maintain runbooks, SOPs, Known Error Databases, and knowledge-base articles.
- Review and govern change requests, including risk assessments and rollback plans.
- Monitor, troubleshoot, and support bi-directional SaaS integrations and data pipelines.
- Manage system administration, application customization, permissions, security models, reports, and dashboards.
- Mentor others on application customization using custom objects, validation rules, workflows, flows, and process builder.
Requirements
- 4–8 years of experience in Site Reliability Engineering, IT Operations, Systems Engineering, or NOC environments.
- Hands-on experience with observability stacks, including log aggregation, metrics, APM tracing, dashboards, and alerting.
- Strong working knowledge of ITIL Incident, Problem, and Change Management processes.
- Technical experience with AWS or GCP, API integrations, payload troubleshooting, and SQL database querying.
- Familiarity with Python, Go, PowerShell, or Bash for automation and telemetry processing.
- Demonstrated ability to reduce alert fatigue, manage complex system environments, and respond effectively to high-priority outages.
- ITIL 4 Foundation or specialized Incident/Problem Management certification is preferred.
- Experience in service-based or consulting environments and enterprise-grade SaaS systems is preferred.
Benefits
- Hybrid work arrangement with part of the week in the local office; the specific in-office schedule is determined by the hiring manager.
- Role is based in Pune, India, with APAC and EMEA shift coverage.
- Candidates must be physically located and plan to work from Maharashtra or Karnataka.
Tech Stack
Categories
Site Reliability
About Zendesk
Zendesk builds a cloud-based customer service and contact center platform that unifies ticketing, messaging, voice, knowledge base, and AI-driven automation for businesses. It sells SaaS subscriptions and add-ons to companies across industries; founded in 2007 and headquartered in San Francisco, Zendesk is privately held under Hellman & Friedman after being taken private, and supports omnichannel CX and employee service workflows.