Engineering Manager (DevOps)

Job Description

Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relations. At Zendesk, we encourage growth, innovation and believe in giving back to the communities we call home.

We are currently looking for an experienced DevOps Manager with a strong background in cloud infrastructure, preferably with AWS, expertise in using Terraform for infrastructure as code, and experience in configuration management systems. This role involves managing the DevOps team responsible for the chat application's cloud infrastructure. 

The ideal candidate will have a proven track record of managing production infrastructure and leading a team of 5-10 DevOps engineers. This position requires close collaboration with Scrum teams to ensure timely project delivery while maintaining the quality of the cloud infrastructure and the code.

Note***: This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune.

What you get to do every day

• Team Leadership: Lead a team of 5-10 DevOps engineers, providing mentorship, guidance, and technical direction.
• Configuration and Infra code Management: Guide the team in maintaining and improving configuration management systems and infrastructure code review to ensure consistent deployment across environments.
• Infrastructure Management: Oversee and manage production infrastructure to ensure stability, performance, and scalability.
• Security & Compliance: Ensure cloud infrastructure and processes adhere to best practices in security, compliance, and operational excellence.
• You'll guide the team solutions to align with overarching business and technology goals. 
• You'll need to be hands-on when required to jump in to help the team, particular across Kubernetes and AWS solution designs.
• Collaboration: Work closely with Scrum teams to deliver projects on tight timelines, ensuring integration of DevOps practices into the development lifecycle.
• Documentation: Create and maintain comprehensive documentation for infrastructure, deployment processes, and policies.

What you'll bring to the role

• Over 5 years of experience in leading and mentoring cloud engineers, including managing production cloud infrastructure.

• Strong knowledge of the workings and configuration of cloud environments such as AWS, along with services like EC2, Elasticache, RDS, Opensearch, Lambda.

• Ability to set goals to help develop careers and growth of team members while delivering on business objectives.

• Experience with configuration management systems (e.g., Ansible, Chef).

• Familiarity with Scrum methodologies and experience working in an agile environment.

• Solid understanding of infrastructure as code (IaC) principles.

• Excellent problem-solving skills and the ability to work under tight deadlines.

• Strong written and verbal communication skills.

About Zendesk’s Product Development Center of Excellence in Pune

Zendesk is in the exciting early stages of establishing a Product Development Center of Excellence in Pune. This center is being developed through a BOT (Build-Operate-Transfer) model, allowing us to gradually build and scale our operations with a current mix of BOT workers and full-time employees (FTEs). Our vision is to create a vibrant, innovative hub where all team members will eventually transition into FTE roles.

As an early hire, you will have a unique opportunity to be a pivotal part of this journey. You’ll play a key role in shaping the culture, processes, and success of our Pune site, contributing directly to the growth and maturity of our Product Development Center of Excellence. Your expertise and insights will help lay the foundation for a world-class development center, influencing the way we build and deliver products at Zendesk.

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.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.