# Site Reliability Engineer at Zendesk

Zendesk is hiring a Site Reliability Engineer in Pune, India. Level rates it Little AI ●○○○; you can [apply on Zendesk](https://jobsbylevel.com/go/b7af9495-8ba5-4c62-8d54-aa562193f353?utm_medium=ai-agent).

AI Level 1, AI centrality 0 out of 100. Pune, India.

## Details

- Company: [Zendesk](https://jobsbylevel.com/companies/zendesk)
- AI level: AI Level 1 (score 0 out of 100)
- Location: Pune, India
- Posted: October 22, 2026
- Apply: https://jobsbylevel.com/go/b7af9495-8ba5-4c62-8d54-aa562193f353?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=site-reliability-engineer-at-zendesk-3e6093

## Prepare for this job

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## Description

Job Description 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

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Source: https://jobsbylevel.com/jobs/site-reliability-engineer-at-zendesk-3e6093

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