Production Engineering Support

Hyderabad, Telangana, India
Software and Services


Posted: 13 Aug 2019
Weekly Hours: 40
Role Number: 200088263
The people here at Apple don’t just build 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. Join Apple, and help us leave the world better than we found it. Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. Would you like to work in a dynamic environment where your technical abilities will be challenged on a day-to-day basis? If so,Apple’s Information Systems & Technology has an immediate opening for a Lead in AppleCare Application Production Support (APS) Team. APS supports and maintains several global, mission critical production systems. These applications span across multiple technologies in CRM, Call Center/Telephony and a host of Third-party & Custom applications on various platforms. 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 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. We are currently looking for a highly motivated, contact center support engineer who has excellent written and verbal communications skills, knowledge of and experience with incident and problem management skills to join our team. This is an extremely fast-paced and highly demanding environment.

Key Qualifications

  • 2 to 6 years of overall experience working on multiple IT platforms
  • Expertise in contact center engineering and related technologies: Genesys, SIP environments, IVR, Call routing, Avaya, real time and historical reporting and WAN/LAN connectivity
  • Excellent technical troubleshooting skills, analytic approach to technical problems
  • You are able to brainstorm and communicate technology ideas and issues with technical peers and non-technical business partners
  • 3 or more years of work experience in contact center operations field
  • You have experience in designing and developing contact center tools
  • Experience with Genesys SIP voice solutions
  • Strong verbal and written communication skills
  • Designing and improving support processes in large IT organizations
  • Exposure to ServiceNow for incident and problem management is a plus
  • Exposure to Helpdesk processes would be advantageous
  • Should have significant experience with developing or supporting enterprise applications from end-to-end. Expertise in a few of the below technologies is a requirement
  • - Contact Center Solutions, Genesys Routing, SIP etc
  • - Unix, Linux, JavaScript, Python, Perl
  • - Java, J2EE, Scala, Kafka
  • - Exposure to Oracle Database, PL/SQL, CouchDB, MongoDB,
  • - Exposure to JBoss, Tomcat, Jive, Ansible


- You are a self starter with innovation, integrity and attention to details - Expertise of Genesys: including Genesys routing and Genesys SIP server components - Drive productivity improvements and measurement - Drive root cause resolution of all production problems - Drive automation of various manual tasks in day-to-day support - Actively handle significant system events, product launches and transaction growth - Handle/review support transition to offshore team for new project releases - Provide subject matter expertise, guidance and direction to team members - Support in conducting critical issue postmortem (follow up) meetings where offshore is engaged - Manage validations and cutover of key infrastructure upgrade activities

Education & Experience

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

Additional Requirements