GBI Support Manager

Hyderabad, Telangana, India
Software and Services


Posted: 13 Nov 2018
Role Number: 200012048
Apple’s Information Systems & Technology has an immediate opening for a Manager in Application Production Support (APS) Team to manage 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 stakeholders for all production support activities. This role will be responsible for managing the work performed by APS team which includes, but is not limited to, monitoring support quality, ensuring process adherence, 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.

Key Qualifications

  • 10 years of overall IT experience in developing and supporting Enterprise Data warehouse applications with at least 7 years of support experience
  • Strong verbal and written communication skills and ability to coordinate with multiple technical and business teams
  • Experience in designing and improving support processes in medium to large IT organizations
  • Exposure to ITIL methodologies and Helpdesk processes is a plus
  • Should be self-driven, highly motivated, innovative and have a proven track record of managing multiple production environments for large user base
  • Should be able to manage change, and work in an extremely fast-paced environment
  • Detail-oriented, with strong analytical skills
  • Proactive, result-oriented and organized
  • Experience in managing a large team of engineers
  • Experience in a few of the below technologies is a must and exposure to other technologies is a plus


* Provide technical oversight to team of application support leads and engineers supporting multiple production applications * Manage and measure quality and process adherence of support team * Drive root cause resolution of all production issues * Drive automation of various manual tasks in day-to-day support * Provide subject matter expertise, guidance and direction to application support leads and engineers * Manage production systems crisis and communication * Support in conducting critical issue postmortem (follow up) meetings where application support team is engaged * Manage validations and cutover of key infrastructure upgrade activities * Perform ticket trend analysis and come-up with action plan to reduce incidents

Education & Experience

B.E/B. Tech. degree or higher in a related field

Additional Requirements

  • Databases: Teradata, Oracle, Hana, Vertica, Hadoop, Casandra, Druid
  • Programing Languages: Java, Pyhton, Scala
  • ETL: Storm, Spark, BODS
  • Reporting Tools: Business Objects, Tableau
  • Others: UNIX, Linux, Shell scripting, SQL, Autosys, Splunk