Site Reliability Engineer
Zendesk · Bengaluru · onsite · Posted 5d ago
Undisclosed4–8 yrsfulltimeSourced from
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About this role
Job Summary
Role Overview
Key Responsibilities
Proactive Monitoring Observability
Triage Incident Management
Problem Change Management
Tooling Integration Management
Required Qualifications
Nice to Have
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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.
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.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Aws LambdaAutomationBashcloud platformsamazon web servicesBusiness RequirementsAutomatingapplication performance monitoringApmChange ManagementcloudArchitectureAdministrationcomplianceCloud ArchitectureArtificial Intelligence
About Zendesk
Zendesk
Software Product
1001-5000
employees
2007
19 years old
Pune, Maharashtra
India
₹29.1L PA avg
Avg at Zendesk
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