AppleCare Technical Project Manager

Austin, Texas, United States
Software and Services

Summary

Posted: May 10, 2019
Weekly Hours: 40
Role Number: 200058515
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 Information Systems & Technology has an immediate opening for a Lead in AppleCare Application Production Support (APS) Team. APS supports and maintains several global, critical production systems. These applications span across multiple technologies in Retail & Reseller Platforms, 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 leading and reviewing the work performed by APS teams located in India which includes, but is not limited to, monitoring support quality, ensuring process consistency, 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 periodic basis. We are currently looking for a highly motivated and technically savvy Program Manager; who has excellent written and verbal communications skills, experience with incident and problem management, and PMI-certified project management skills to join our team. This is a deeply complex and demanding environment. Dynamic, intelligent and inspiring people, innovative technologies are the norm here. Will you join us in crafting solutions that do not yet exist?

Key Qualifications

  • 8+ years of overall experience working on multiple IT platforms
  • Strong verbal and written communication skills and ability to collaborate with multiple technical and business teams
  • You are detail-oriented, enthusiastic, and have strong analytical skills
  • We seek a self starter, forward-thinking person with strong leadership capabilities
  • Experience in designing and improving support processes in large IT organizations
  • Exposure to ServiceNow for incident and problem management is a plus
  • Exposure to Helpdesk processes is a plus
  • Experience in leading large teams

Description

Provide oversight to offshore teams supporting multiple production applications Influence and measure quality and process consistency of support teams in India Institutionalize standard methodologies for support operations at offshore Review and lead response time and resolution time SLAs for offshore activities Drive productivity improvements and measurement Drive root cause resolution of all production issues Drive automation of various manual tasks in day-to-day support Lead resource transitions and skill-set assessment Actively run significant system events, product launches and transaction growth Manage/review support transition to offshore team for new project releases Provide domain expertise, guidance and direction to team members Handle production systems crisis and communication Support in conducting critical issue postmortem (follow up) meetings where offshore is engaged Lead validations and cutover of key infrastructure upgrade activities The job will require periodic travel to support teams locations based in India

Education & Experience

B.S. degree or higher in Computer Science or in related field

Additional Requirements

  • Should have significant experience with developing or supporting enterprise applications from end-to-end. Experience 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