The people here at Apple don't just build products - we craft the kind of wonder that's revolutionised entire industries. It's the diversity of those people and their ideas that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Apple's Information Systems & Technology has an immediate opening for a Lead in Application Production Support (APS) Team to lead Application Production Support for Apple's Enterprise Data warehouse. Apple's Enterprise Data warehouse landscape caters to a wide variety of real-time, near real-time and batch analytical solutions. These solutions are integral part of business functions like Sales, Operations, Finance, AppleCare, Marketing and Internet Services, enabling business drivers to make critical decisions. We leverage a diverse technology stacks such as Teradata, HANA, Vertica, Hadoop, Kafka, Spark, Cassandra and beyond. The APS team is responsible for day-to-day user support of applications, incident & problem management, system maintenance, system performance management, bug fixes, migration of fixes across environments, and coordination with various partners for all production support activities. This role will be responsible for resolving incidents, problem tickets while handling and reviewing the incidents and problem tickets assigned to offshore team which includes, but is not limited to, monitoring support quality, ensuring process consistency, identifying technical/functional improvement areas for teams and/or individuals for effective support, identifying automation opportunities and driving such efforts. This position will also interface significantly with Helpdesk, System Engineers, Network Engineers and DBAs on a regular basis.
8+ years of overall IT experience in designing and supporting Enterprise Data warehouse applications with at least 5 years of hands-on application support experience Ability to communicate effectively, both written and verbal, with technical and non-technical multi-functional teams Experience in designing and improving support processes in small to medium IT organizations Exposure to ITIL process and Helpdesk processes is a plus Should be ambitious, highly motivated, innovative and have a consistent track record of running multiple production environments for large user base You are detail-oriented, enthusiastic, and have strong analytical skills We seek a self starter, forward-thinking person with strong leadership capabilities Experience in collaborating with offshore team of 10-12 support engineers
You are able to perform support activities i.e. resolve incidents and problem tickets while providing technical and functional clarifications (as needed) for the tickets assigned to the offshore team You will assign and prioritize tickets to offshore team Provide oversight to offshore teams supporting multiple production applications You will provide updates to caller/users on behalf of offshore team during onsite day Lead root cause analysis for all production issues Perform automation of various manual tasks in day-to-day support Provide domain expertise, guidance and direction (as needed) to offshore team Review system alerts (job failure, overrun) and plan for permanent fix for repeat alerts Lead production systems crisis and communication Run validations and cutover of key infrastructure upgrade activities You will interact with many other group's internal team to influence and deliver elite products in an exciting fast-paced environment Dynamic, intelligent and inspiring people, innovative technologies are the norm here. Will you join us in crafting solutions that do not yet exist?
B.S. in Comp Science or related degree
Apple is a company that designs, manufactures, and markets mobile communication and media devices.