Service Reliability Engineer

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.

We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs

Get to know the business

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. AIG’s Information Technology functions include enterprise architecture, software and systems engineering, cybersecurity, and technology risk and compliance.

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. This might involve scripting, developing tools, and improving infrastructure management processes.

• Establish and maintain robust monitoring and alerting systems to gain real-time insights into system health and performance. This allows for proactive identification and detection of anomalies or potential issues.

• Analyze usage patterns and forecast resource needs to ensure that systems can handle expected growth and traffic spikes without performance degradation. This involves designing and implementing scalable architectures.

• 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. 

Ready to take your career to the next level? We would love to hear from you.

The position is eligible for a bonus in accordance with the terms of the applicable incentive plan. We’re proud to offer a range of competitive benefits, a summary of which can be viewed here: US Benefits Overview

Veterans encouraged to apply

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At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.  If you believe you need a reasonable accommodation, please send an email to [email protected].  

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