Applications Support Manager, Retail Engineering

Imagine what you could do here! The people here at Apple don't just create products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

Here on the Retail Engineering Operations & Support team (REOS), we provide world-class support to Apple stores worldwide, both online and physical stores. Our main goal is to facilitate a magical, personalized shopping experience where customers can buy and learn everything Apple, wherever they are. To achieve this, we're looking for someone with extraordinary talent and passion to help us do extraordinary things!

Description

We are seeking an Applications Support Manager to foster a team of talented support engineers. You will partner with engineering teams, product owners, and business users to drive issue resolution and apply a continuous improvement focus across our tools and systems. You will drive solutions to complex problems, possess a high degree of organization, and communicate effectively across a variety of technical disciplines. You will build trust and awareness of our platforms and the support processes owned by your team, including publication of status updates to business partners when critical issues arise.","responsibilities":"Manage and grow the operations of a 24x365 global team that supports our eCommerce platform - Apple Online Store and its users

Actively engage and drive resolution for critical system issues, coordinate with key stakeholders and other support teams in high-pressure situations to enable quick service restoration

Host recurring reviews with engineering and business partners to share RCA details, conduct gap analysis, define action items, and assign DRIs.

Promote a growth mindset to identify opportunities for automation, optimization, and improvements in support efficiency and efficacy.

Preferred Qualifications

Experience with an eCommerce or a customer-facing platform as a developer, SRE/support engineer, or as a user.

Good knowledge of RDBMS, PL/SQL.

Excellent strategic and analytical skills, with the ability to see the big picture while working in a fast-paced, multifaceted environment.

Organized, detail-oriented, with the ability to multitask, prioritize work, and manage time efficiently.

Excellent communication skills and the ability to communicate complex technical issues in simple language.

Minimum Qualifications

10+ years of experience in IT operations, support, SRE, and/or security.

5+ years of experience as a technical lead or as a manager.

Bachelor's degree or higher in CS or in a STEM field.

Experience with one or more - Splunk, monitoring tools, APM & observability platform.

Exposure to Incident and Problem Management processes.

Coding knowledge in Java, Scala, and frameworks related to Java.

Experience with a NoSQL platform, preferably Solr or Cassandra.

Working experience on cloud infra, like AWS.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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 .