Systems Engineer

About the Role

ACI powers the payments ecosystem globally. As a Systems Engineer in Pune/Bangalore, you will join ACI's Monitoring & Tools team. You will operate and evolve the monitoring, observability, and operational automation capabilities that support the world's payments ecosystem. You will work across established platforms such as Zabbix while helping expand our use of Grafana Cloud, modern telemetry, and AI-assisted operations.

Purpose of the Systems Engineer Role

• Implements, configures, and contributes to the design of moderately complex monitoring, observability, and systems-management solutions for internal customers.
• Administers and improves platforms used to collect, visualize, alert on, and respond to infrastructure and application telemetry.
• Performs analysis of existing monitoring capabilities, identifies coverage and operational gaps, and recommends appropriate solutions based on reliability, supportability, security, and cost.
• Works with engineering, application, infrastructure, and operations teams to integrate telemetry sources, improve actionable alerting, support production incidents, and increase automation.
• Contributes to the continued development of ACI's observability strategy across Grafana Cloud, Zabbix, and related operational platforms.

Key Responsibilities

• Engineer, configure, and administer monitoring and observability solutions for application and infrastructure environments.
• Build and maintain dashboards, alerts, data-source integrations, and telemetry pipelines using Grafana Cloud and related technologies.
• Support the collection and analysis of metrics, logs, and traces using technologies such as Prometheus, Loki, and OpenTelemetry/Alloy.
• Administer and improve existing Zabbix environments, including templates, proxies, triggers, alert tuning, integrations, and platform maintenance.
• Work with service and application owners to understand monitoring requirements and select the appropriate capability for each use case.
• Investigate monitoring gaps, alert noise, and telemetry-quality issues, and implement sustainable corrective actions.
• Support production incidents by gathering evidence, assessing customer and business impact, following approved runbooks and escalation paths, and documenting actions and outcomes.
• Develop scripts and automation that reduce repetitive administration, improve onboarding, and support reliable platform operations.
• Integrate monitoring and observability platforms with incident-management, event-management, and automation tooling.
• Use approved AI capabilities to assist with troubleshooting, dashboard development, analysis, documentation, and automation, while protecting sensitive operational data and validating generated outputs.
• Monitor platform consumption and contribute to cost-effective use of managed observability services.
• Work with internal teams and external vendors to resolve moderately complex technical and service issues.
• Anticipate and raise project, operational, and technical risks to the appropriate stakeholders and participate in their resolution.
• Perform other duties as assigned.
• Understand and adhere to all corporate policies, including the ACI Code of Business Conduct and Ethics.

Requirements & Tech Stack

• Experience administering and troubleshooting monitoring, observability, or production-support environments.
• Hands-on experience with Grafana Cloud, Grafana OSS, or a comparable enterprise observability platform, including dashboards, alerting, users, data sources, and integrations.
• Experience working with one or more observability signals: metrics, logs, or traces.
• Practical knowledge of Prometheus, Loki, OpenTelemetry, Grafana Alloy, or comparable telemetry technologies.
• Experience with Zabbix or another infrastructure-monitoring platform, including configuration, tuning, maintenance, and troubleshooting.
• Linux administration and troubleshooting experience, preferably Red Hat or a related distribution.
• Working knowledge of Windows Server administration and troubleshooting.
• Scripting or automation experience using Python, Bash, PowerShell, or a comparable language.
• Experience supporting production environments and applying sound judgement during incidents, including escalation, evidence gathering, risk assessment, and documentation.
• Ability to work with technical and non-technical stakeholders to translate service requirements into monitoring and observability solutions.
• Demonstrated interest in learning emerging technologies and improving existing operational practices.
• Practical experience using approved AI tools to support engineering, analysis, troubleshooting, or automation, with appropriate attention to data security and output validation.

Preferred Knowledge, Skills and Experience

• Grafana Cloud administration in a multi-team or multi-stack environment.
• Experience with Grafana Cloud cost, usage, access, or stack governance.
• PagerDuty or another enterprise incident-response and on-call platform.
• SolarWinds, Dynatrace, Datadog, Elastic Observability, or New Relic.
• OpenTelemetry-based instrumentation and telemetry-routing patterns.
• Integration of monitoring tools with Jira, ServiceNow, Ignio, or comparable workflow and automation platforms.
• Infrastructure automation using Ansible or similar technologies.
• Exposure to AWS, Azure, Kubernetes, or hybrid infrastructure.
• Jira and Confluence.
• Password Manager Pro (PAM360).
• Comforte or Protegrity.
• Experience working in payments, financial services, or another regulated production environment.

Core Capabilities

• Ensure Accountability
• Drive Results
• Customer Focus
• Cultivate Innovation
• Collaborates
• Courage