Information Technology Lead
Zendesk (company site, opens in a new tab)6+ yrsPuneOn-siteDirect career pageEst. 22–38 LPA
Posted 17h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead design, implementation, and operation of a comprehensive observability stack covering metrics, logs, tracing, and incident automation across internal platforms and business-critical applications.
- Drive proactive incident reduction and operational excellence through telemetry, alerting policy, dashboards, and SLA compliance reporting.
- Manage and mentor L1 SRE engineers, lead governance activities including RCA, and coordinate cross-functional observability strategies and application onboarding.
Minimum Requirements
- 6+ years of professional experience in Observability, SRE, Platform, or Monitoring roles supporting SaaS or enterprise applications.
- Hands-on experience with telemetry and monitoring tools (e.g., Datadog), distributed tracing, SLIs/SLOs, and automation using languages such as Python.
- Experience with AWS cloud platforms and within ITSM frameworks (Incident, Problem, Change management).
- Must be physically located and plan to work from Pune, Maharashtra, India; hybrid working model with some office attendance required.
Ideal Candidate Profile
- Proven expertise in observability architecture and telemetry instrumentation for distributed SaaS or enterprise systems with tangible impact on reliability and MTTR reduction.
- Experience managing SRE teams or operational engineers, capable of bridging engineering and operations for runbook, incident management, and process automation.
- Comfortable leading cross-functional teams and governance calls to drive continual service improvement based on metrics and operational insights.