Service Reliability Engineer, GI Application Management

Site Reliability Engineer (SRE)

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions. At AIG, technology is at the heart of everything we do, from underwriting risks to processing claims. The Information Technology team equips our colleagues with the latest tools to complete their work efficiently and with the highest standards of excellence. The team is responsible for shielding the company's systems from security risks, while designing technology strategies that enable AIG's businesses to achieve their goals.

About the Role

As a Site Reliability Engineer (SRE), you will apply software engineering principles to IT operations, ensuring robust and scalable systems. The core mission is to build resilient, efficient, and rapidly evolving IT infrastructure through a data-driven approach. SREs prioritize automation, monitoring, and incident management to minimize outages and speed recovery. You will bridge the gap between development and operations teams, fostering collaboration and shared ownership of reliability. Key responsibilities include defining and meeting Service Level Objectives (SLOs), managing error budgets, and conducting blameless postmortems for continuous improvement. Ultimately, strive to achieve a balance between the speed of software development and system stability, ensuring a seamless user experience.

How You Will Create an Impact

Keep up continuous uptime and accessibility of critical business applications and services. This involves actively monitoring system performance, detecting potential issues, and implementing strategies to prevent downtime. Respond to and resolve incidents and outages promptly. This includes troubleshooting problems, coordinating with other teams, and restoring service quickly. Automate repetitive, manual tasks (toil) to improve efficiency and reduce human error. Establish and maintain robust monitoring and alerting systems to gain real-time insights into system health and performance. Analyze usage patterns and forecast resource needs to ensure that systems can handle expected growth and traffic spikes without performance degradation. After major incidents causing outages, conduct blameless post-mortem reviews to analyze the root causes of failures, document learnings, and implement corrective measures to prevent future occurrences. Act as a bridge between development and operations teams, working closely with developers to improve application architecture, incorporate reliability best practices into the development lifecycle, and ensure optimal delivery efficiency. Establish clear, measurable targets for system performance and reliability, often based on Service Level Indicators (SLIs). These Service Level indicators and objectives guide development and operations priorities to maintain high levels of user satisfaction.

What You'll Need to Succeed

Bachelor's degree in related field and 3+ years of relevant technology experience, demonstrating progressive responsibility and leadership in overseeing regional technology teams. Solid grasp of core technical areas such as programming (Python, Go, Java are common), system administration (Linux/Unix), networking, databases, and cloud computing platforms (like AWS, Azure, GCP). Practical experience running production systems, troubleshooting issues, and participating in on-call rotations is highly valued, building crucial intuition for real-world system failures. Proficiency in scripting languages (e.g., Python, Bash) and Infrastructure as Code (IaC) tools (e.g., Terraform, Ansible) is crucial. Must be skilled in implementing comprehensive monitoring solutions, leveraging tools like Prometheus, Grafana, or ELK Stack to track system health, detect anomalies, and set up alerts for potential issues before they impact users. Ability to quickly diagnose and resolve system incidents, minimize downtime, and implement solutions to prevent recurrence is paramount. This includes developing and adhering to incident response plans and conducting post-incident reviews (PIRs). Ability to rely on data from metrics, logs, and other sources to understand system behavior, analyze performance, identify trends, and make informed decisions to improve system reliability. Excellent communication skills to articulate technical concepts, collaborate on projects, and foster a shared understanding of reliability goals. Proactive in learning new technologies, methodologies, and tools to adapt to changing environments and continuously improve their skills and the systems they manage.