Information Technology Lead

About the role

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.

What you'll do

• Design the observability stack: Define and implement standards for metrics, logs, traces, and profiling (e.g., OpenTelemetry collectors, exporters
• Build actionable visibility: Create executive and on-call views (dashboards, service health, dependency maps) for Apps, Network, Collaboration tools, HRIS
• Engineer signal > noise: Develop alerting policy as code; reduce false positives; implement suppression, deduplication, and auto-
• Seek assistance from product and engineering team for any tool enhancement use cases to build a robust observability platform integrated with the ticketing tools
• Process Automation: Drive the automation of incident reporting, alert correlation rules

What you need

• 6–11 yrs of experience
• SQL
• Python
• AWS
• Zendesk
• Ticketing tools
• Root cause analysis
• Any graduate

Good to have

• Datadog
• HRMS