# Site Reliability Engineer (SRE)

**Company**: Zendesk
**Location**: Pune
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Pune-India/Site-Reliability-Engineer_R35510-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2ffbda2d-187

## Description

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 an 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.

- Manage high-impact major incidents (P1/P2) and 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.

**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.

## Skills

### Required
- Site Reliability Engineering
- IT Operations
- System Engineering
- NOC environments
- Datadog
- Dynatrace
- New Relic
- ITIL frameworks
- Cloud platforms
- API integrations
- SQL
- Python
- Go
- PowerShell
- Bash

### Nice to have
- ITIL 4 Foundation certification
- Incident/Problem Management certifications
- Service-based or consulting environments
- Global technology company experience

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Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Pune-India/Site-Reliability-Engineer_R35510-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)