Technical Program Manager - Enterprise Services

Austin, Texas, United States
Software and Services

Summary

Posted: Nov 15, 2018
Weekly Hours: 40
Role Number: 114406924
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. We live in a mobile and device driven world where knowledge of the physical world around us is needed. We rely on this knowledge to get around, to learn about our environment and to enable spectacular new features for custom applications. Apple is meeting those needs as robustly and as creatively as possible and is interested in people who want to help meet that commitment. The success we are striving will be the result of very skilled people working in an environment which cultivates creativity, partnership, and thinking of old problems in new ways. If this sounds like the kind of environment that you find intriguing, then let's talk. The Collaboration Services department works to ensure Apple’s employees are productive, efficient and secure. As a member of the wider Collaboration & Productivity team, you’ll work with various parts of Apple’s business to develop and deploy enhancements to our Managed Print (Secure-Print) service, ensuring we offer best-in-class print solution to our employees. Beyond that, you’ll bring your best influencing skills to bear so that others join your vision for the most customer-centric results possible. Everyone at Apple depends on our team’s technical skills, focus on security, and attention to detail.

Key Qualifications

  • 5 years in a technical operations or sole person responsible for a service
  • 2 years in a large enterprise working or part of a managed print services preferred
  • Experience as a technical lead of a global enterprise service in a large company
  • Strong experience with global technology implementations (Cloud and on-prem)
  • Demonstrated experience with technical admin and troubleshooting
  • Expert knowledge of macOS and iOS
  • Clear and articulate communicator; confident at presenting
  • Obsessed with customer experience
  • Demonstrated ability operating as part of a high performance team, delivering objectives under tough deadlines and comfortable in an ever-changing, global environment

Description

We are looking for an experienced engineer with customer service and product owner experience to lead our successful Managed Print service. You will administer, improve and maintain our print solution, keeping customer experience, performance and security prioritized. Constant interaction with our vendor is necessary to highlight our feature requests, influence the future direction of the product and gain speedy resolution to any defects discovered in production. You should possesses a strong customer experience ethic, has top-notch people skills, displays creativity and appreciates fully the core strengths that make Apple’s products easy to use. The responsibilities of the team are varied. Your role will include, but not be limited to: - Technical Lead for our global Managed Print services - Supporting our large print infrastructure environment (cloud, on-prem and clients) - Leading our ticket queue for support escalations and ensuring SLAs are adhered to - Working with the vendor on a periodic basis - Domain authority and escalation point for global support teams - Supporting our Facilities teams with deployments and installs of new hardware - Participating in a variety of technical projects throughout the year

Education & Experience

Bachelor’s degree or equivalent work experience

Additional Requirements

  • Experience with change management controls
  • Data analysis and presentation skills
  • Experience in data discovery and troubleshooting