Senior Observability Analyst

We are looking for a highly experienced and motivated Senior Observability Analyst to join Procore's Data, Technology & Security team in our Bangalore or Pune office. In this leadership role, you will be a key driver in defining and implementing our observability strategy to ensure the performance and reliability of our global platform and IT services for both employees and customers.

Reporting to the Director of End User Services & ITSM, Ganesh Annaswamy, you will mentor junior team members, take ownership of complex incidents and be a core contributor to our long-term observability roadmap. Your deep technical expertise and leadership will be essential in maintaining and scaling our operational excellence.

What You'll Do

Strategic Monitoring & Alerting:

• Lead the development and maintenance of monitoring dashboards, alerts, and KPI/SLI reporting for network devices, cloud services, and critical infrastructure components.
• Serve as a subject matter expert for observability of our enterprise SaaS applications (Workday, Salesforce, NetSuite).
• Develop and refine comprehensive dashboards that track key business performance indicators, such as login times, page load speeds, and API latency, providing strategic insights to senior leadership.

Advanced Incident Management & Collaboration:

• Own the resolution of complex incidents, acting as the escalation point for the team and performing advanced root cause analysis.
• Drive cross-functional collaboration with Network, Cloud, and Application Engineering teams to enhance observability coverage and implement best practices.
• Manage relationships with external vendor support teams, leading the communication and escalation of complex issues to ensure rapid resolution.
• Establish and enforce proactive notification and communication protocols to stakeholders for all critical service degradations, integration failures, and process errors.

Data Analysis & Operational Excellence:

• Conduct deep-dive analysis of performance metrics and logs to identify recurring issues and systemic trends.
• Lead problem management efforts, partnering with technical SMEs and stakeholders to drive permanent improvements and prevent future incidents.
• Take ownership of the team's knowledge base, creating and maintaining high-quality runbooks, SOPs, and documentation to support operational maturity and enable junior team members.

What We're Looking For

• 8+ years of hands-on experience in an Observability or Monitoring role, with significant experience in a senior or lead capacity.
• Proven experience in an IT Support, Helpdesk, or NOC environment, including leading or mentoring a team.
• Technical Expertise:
• Deep, hands-on experience with monitoring tools like Prometheus, Grafana, Datadog, New Relic, or Dynatrace, including a strong understanding of tool administration and data pipeline optimization.
• Advanced understanding of networking concepts, cloud services (AWS, Azure, GCP), and containerization (Kubernetes, Docker).
• Expert-level familiarity with observability for enterprise SaaS platforms like Workday, Salesforce, and NetSuite.
• Leadership & Problem-Solving:
• Exceptional analytical and troubleshooting skills with a demonstrated ability to solve complex, high-impact problems.
• Proven experience leading incident, change, and problem management processes within an ITIL/ITSM framework.
• The ability to lead and mentor junior team members, fostering a culture of continuous learning and accountability.
• Professionalism:
• Excellent written and verbal communication skills, with the ability to present technical information clearly to both technical and non-technical audiences.
• Strong customer service orientation and a commitment to operational excellence.
• Work Environment: Willingness to work in a 24x5 support environment.