Incident Management Engineer - Employee Experience and Productivity

　　Austin,Texas,United States

　　Software and Services

　　Add a favorite

　　To view your favorites, sign in with your Apple ID.

　　Sign In

　　Don’t have an Apple ID?

　　Create one now

　　Forgot your Apple ID or password?

　　Submit Resume Incident Management Engineer - Employee Experience and Productivity

　　Back to search results

　　Summary

　　Posted:Jan 12, 2024

　　Weekly Hours: 43

　　Role Number: 200533594

　　Interested in supporting and managing a system used by every employee at Apple? Eager to witness this system applying the best of Cloud Technologies, scaling up to 100x in a matter of minutes? Ready to experience the excellence of working in a High 9s availability environment? If this aligns with your expertise, we would love to meet you! Caffè Macs Engineering is currently seeking an exceptional Incident Management Engineer. In this role, you will be responsible for driving incident response and managing incidents from detection to resolution. Your success in this position will be defined by a strong sense of ownership, as you marshal the necessary cross-functional resources to respond to and resolve service outages, critical bugs, security attacks, and anything else that significantly impacts the users of our products.

　　Key Qualifications

　　Have technical background, are proficient in SQL, Splunk, or equivalent query languages and the ability to use data to drive business decisions based on analytical research

　　Experience in using Incident Management tools e.g. ServiceNow, Pager Duty etc.

　　Experience using infrastructure and application monitoring telemetry based tools such as Prometheus, Sentry, Grafana and others

　　Experience in payments or e-commerce space in particular for incident response

　　Experience working with both cloud and third-party solution providers

　　Experience with managing user-facing communications strategy during sensitive situations such as outages

　　Description

　　At Caffè Macs, we are committed to creating a seamless and exceptional experience for our users. As a member of the Caffè Macs Incident Management Team, you will play a crucial role in supporting the platform. Join us in our mission to achieve the highest levels of availability and scale, enabling a great experience for fellow Apple employees. Key Responsibilities: 3+ years of experience within a Major Incident Management team. Strong commitment to ownership and customer service with a user-first mindset. Enjoy a fast-paced work environment, crafting strategic and rapid fixes to high-intensity problems with a keen eye for detail and a high bar for quality. Comfortable navigating ambiguity while identifying areas for process improvement and establishing best practices. Strong written and verbal communication skills, able to deliver effective messaging to all levels of a technical organization

　　Education & Experience

　　Bachelor's degree in Computer Science, Engineering, or a related field.

　　Additional Requirements

　　Apple Footer

　　Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant (Opens in a new window) .

　　Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

　　Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.

　　Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .

　　Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .

　　Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .