Observability Associate

Observability Associate

Location: Bangalore or Pune
 

Department: Data, Technology & Security
 

We're looking for a highly motivated and customer-focused Observability Associate.

to join Procore's Data, Technology & Security team in our Bangalore or Pune office. In this role, you will be a key player in ensuring the performance and reliability of our global platform and IT services.

Reporting to the Director of End User Services & ITSM, Ganesh Annaswamy, you'll use your technical, analytical, and troubleshooting skills to maintain our IT services. Your contributions will be integral to our incident handling processes and overall team success.

What You’ll Do

Monitoring & Alerting

• Configure and maintain monitoring dashboards and alerts for network devices, cloud services, and infrastructure components.
• Provide observability support for enterprise SaaS applications (Workday, Salesforce, NetSuite).
• Develop and maintain dashboards to track key performance indicators such as login times, page load speeds, and API latency.

Incident Management & Collaboration

• Act as the first line of support for incidents related to network and cloud performance issues.
• Collaborate with Network, Cloud and Application Engineers to ensure comprehensive monitoring coverage.
• Engage with external vendor support teams to quickly troubleshoot and resolve issues.
• Proactively notify stakeholders about service degradation, integration failures or process errors.

Data Analysis & Documentation

• Analyze performance metrics and logs to identify trends and potential issues.
• Partner with technical SMEs to drive improvements and reduce recurring issues.
• Create and maintain runbooks, SOPs and documentation to support operational excellence.

What We’re Looking For

• Education:
  • Associate’s or Bachelor’s Degree in Computer Science, MIS, IT, or related field (or equivalent experience).
• Experience:
  • 3+ years in Observability or Monitoring roles.
  • Background in IT Support, Helpdesk, or NOC environments.
• Technical Skills:
  • Hands-on experience with monitoring tools: Prometheus, Grafana, Datadog, New Relic, or Similar
  • Strong grasp of basic networking concepts and cloud services.
  • Familiarity with SaaS observability: Workday, Salesforce, NetSuite.
• Problem-Solving:
  • Strong analytical and troubleshooting abilities.
  • Ability to prioritize and manage tasks in a fast-paced environment.
• Professionalism:
  • Excellent written and verbal communication skills.
  • Strong customer service orientation with a desire to help others.
  • Experience with ITIL/ITSM frameworks (incident, change, and problem management).
• Collaboration:
  • Ability to work cross-functionally to identify trends and improve IT services.
• Work Environment:
  • Willingness to work in a 24x5 support environment.