GBI Support Manager

Hyderabad, Telangana, India
Software and Services


Posted: 17 May 2019
Role Number: 200061479
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 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 use a diverse technology stacks such as Teradata, HANA, Vertica, Hadoop, Kafka, Spark, Cassandra and beyond. The Application Production Support (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 business partners for all production support activities. As Global Business Intelligence (GBI) Support Manager role, you will be responsible for running the work performed by APS team which includes, but is not limited to, monitoring support quality, ensuringalignmentadherence, identifying technical/functional improvement areas for teams and/or individuals for effective support, identifying automation opportunities and driving such efforts. You 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 driven, highly motivated, innovative and have a consistent track record of working with multiple production environments for large user base
  • Should be able to lead change, and work in an extremely fast-paced environment
  • Thorough, with strong analytical skills
  • Dedicated, result-oriented and organized
  • Experience in leading a large team of engineers
  • Experience in a few of the below technologies is a requirement and exposure to other technologies is a plus:
  • - 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


As GBI Support Manager, you will provide technical guidance to a team of application support leads and engineers supporting multiple production applications. - Lead and measure quality and process consistency of support team - Drive root cause resolution of all production issues - Drive automation of various manual tasks in day-to-day support - Provide domain expertise, guidance and direction to application support leads and engineers - Handle production systems crisis and communication - Support in conducting critical issue postmortem (follow up) meetings along with the application support team - 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