Description

Job Title: Site Reliability/Application Support Engineer (SRE/AS)

Location: Bengaluru, Karnataka
Job Type: Full-time
Benefits:

• Health insurance

About American Express

At American Express, we believe that with the right backing, people and businesses have the power to achieve incredible things. Whether supporting customers’ financial confidence, driving commerce, or empowering exploration, our colleagues redefine what’s possible every day.

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, united by a common goal: Delivering exceptional customer experiences.

About the Role: Site Reliability/Application Support Engineer (SRE/AS)

We are looking for Site Reliability/Application Support Engineers (SRE/AS) to ensure the performance, availability, and reliability of our web/servicing applications.

In this role, you will:

• Quickly assess and resolve complex platform availability issues.

• Apply software engineering and systems engineering principles to build and maintain fault-tolerant systems.

• Automate monitoring, alerting, and deployment processes to ensure continuous improvement and scalability.

Key Responsibilities

✅ System Reliability & Performance

• Ensure internal and external services meet uptime and performance standards.

• Implement tracing, monitoring, and tooling solutions for web/servicing applications.

✅ Automation & Innovation

• Automate day-to-day tasks using software engineering techniques.

• Collaborate with Technology partners to identify areas for automation and efficiency improvements.

✅ Incident Management

• Diagnose and resolve issues using tools like Kazimir, MyZamir, and Speechminer.

• Analyze Genesys logs (SIP, T-Server logs, Interaction, WDE) to identify and fix problems.

✅ Technical Leadership

• Implement and manage monitoring dashboards (Splunk, Grafana).

• Assist in platform migration from dedicated to cloud environments.

Required Qualifications

✅ Education & Experience

• BS/MS in Computer Science, Engineering, or a related technical discipline.

• 6-10 years of experience in DevOps or Site Reliability Engineering (SRE).

✅ Genesys & Telephony Expertise

• Experience with Genesys Engage (PureEngage), Genesys Cloud (PureCloud), or Genesys PureConnect.

• Understanding of VoIP, SIP protocols, and telephony infrastructure.

• Proficiency in IVR scripting (Genesys Composer, SCXML) and call flow analysis.

✅ Technical Proficiency

• Strong knowledge of Oracle, SQL Server, or PostgreSQL for configuration and troubleshooting.

• Hands-on experience with network load balancers (GTM, LTM).

• Expertise in Linux OS internals, performance tools, and shell scripting (UNIX, Python, or Perl).

✅ Monitoring & Cloud Technologies

• Experience with monitoring tools (Grafana, Dynatrace, AppDynamics, Prometheus).

• Familiarity with Public Cloud platforms (GCP, AWS, Azure – GCP preferred).

• Ability to design and maintain Splunk and Grafana dashboards.

Preferred Skills

• Cloud Migration experience (dedicated to cloud environments).

• Knowledge of TCP/IP, SIP, and RTP protocols.

• Exposure to enterprise and distributed systems.

Why Join Us?

At American Express, we prioritize the well-being of our colleagues and their loved ones. Our comprehensive benefits and programs support physical, financial, and mental health throughout your career journey.

✅ Compensation & Benefits

• Competitive Base Salary

• Bonus Incentives

• Retirement Support and Financial Well-being Programs

✅ Health & Wellness

• Comprehensive Medical, Dental, Vision, Life Insurance, and Disability (location-specific)

• On-site Wellness Centers with nurses and doctors (location-specific)

• Free & Confidential Counseling through our Healthy Minds Program

✅ Work-Life Balance

• Flexible Working Models (Hybrid, Onsite, Virtual – role-dependent)

• Generous Paid Parental Leave (location-specific)

✅ Career Growth

• Training Opportunities and Career Development

• Exposure to cutting-edge technologies and global teams

Equal Opportunity Employer

American Express is an equal opportunity employer. Employment decisions are made without regard to:

• Race, Color, Religion

• Sex, Sexual Orientation, Gender Identity

• National Origin, Veteran Status

• Disability Status, Age, or any legally protected status

Employment is contingent upon successful background verification in compliance with applicable laws and regulations.

Join Team Amex – Let’s Lead the Way Together!

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