Information Technology Lead

Job Description Job Title: Observability & Monitoring Lead Location: Pune, India 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 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: We are seeking a highly experienced Observability & Monitoring Lead with 6+ years of industry experience to spearhead our SRE and observability strategy. You will be responsible for maturing our monitoring ecosystem, driving operational excellence, and reducing system downtime through proactive detection and incident management. You will bridge the gap between engineering and operations, ensuring that observability data directly translates into improved reliability, SLA compliance, and reduced MTTR.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- Security & compliance: Ensure monitoring data is handled per policy; implement role-based access and guardrails for sensitive logs/metrics Incident Reduction: Develop and execute strategies to systematically reduce the volume of high-priority incidents through trend analysis and proactive stability improvements. Incident Automation: Lead the engineering of automated response workflows and self-healing capabilities to minimize manual intervention and accelerate resolution times. Strategy & Architecture: Design and coordinate with engineering teams for comprehensive observability strategies, including logging, metrics, and tracing across distributed systems.