IS&T Problem Manager

Sacramento, California, United States
Software and Services


Weekly Hours: 40
Role Number:200139028
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. The people here at Apple don’t just craft 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. We’re perfectionists. Idealists. Inventors. Forever tinkering with products and processes, always on the lookout for a better way. A job at Apple is one that requires a lot of you, but it’s also one that rewards forward-thinking, original thinking and hard work. None of us at Apple would have it any other way. The Information Systems & Technology (IS&T) team manages key business and technical infrastructure at Apple -- how we take an order online, the experience with technology in our retail stores, how much network capacity we need around the world, the processing of every credit card an iTunes customer uses, and closing the books. IS&T does it all. The Infrastructure Services team provisions, manages, and supports Apple’s information technology infrastructure. We ensure that Apple’s data centers, retail stores and campuses are operating running smoothly, securely and with minimal downtime. Infrastructure Services provides system engineering, global networking, data services, data center operations and helpdesk support functions to Apple and the greater IS&T team. We are currently looking for a highly motivated, technically savvy IS&T Problem Manager to join our team responsible for managing the lifecycle of all problems with the objective of preventing future incidents from occurring and minimizing the impact of incidents that cannot be prevented. This is an extremely fast-paced and highly demanding environment. If you have what it takes, we would like to talk to you.

Key Qualifications

  • Knowledge of the ITIL framework with a focus on Incident, Change, Service, and Problem Management
  • Desire and ability to work as part of a team
  • Self-driven with the ability to work independently and with little supervision
  • Outstanding interpersonal communications and customer service skills
  • Superior time management and multi-tasking skills
  • Flexibility and adaptability to thrive in a fast-paced, highly-demanding, constantly changing environment
  • Ability to maintain composure and customer-service focus in highly stressful situations
  • Strong troubleshooting, problem resolution, analytic and root cause identification skills
  • Deep understanding of IP networking and network troubleshooting skills
  • Strong understanding of multi-tiered and web-based information systems architecture including disaster recovery / business continuity solutions and procedures
  • Using an IT service management or CRM system for tracking technical support cases
  • Using a knowledgebase system, including authoring technical support documentation
  • Ability to make critical decisions using sound independent judgment based on limited or ambiguous information
  • Ability to simplify complex and highly technical subject matter into layman’s terms
  • Able to give and receive positive and critical feedback from peers
  • Understanding of Apple’s interpersonal structure and IS&T’s support structure
  • Strong situational awareness and business acumen, particular with WWDC, new product launches and other significant Apple events
  • Experience operating in an IT environment regulated by laws and industry standards (SOX, HIPAA, PCI)
  • Supporting enterprise IT environments, architecture or services such as application servers, load balancing, databases, host software, and host hardware
  • Supporting wide area networks, local area networks, data center networks, or VPNs
  • Supporting device imaging and profile management systems
  • Supporting telephony equipment and software
  • Project management certifications such as PMP, CAMP
  • Networking certifications such as CCNA or CCNP
  • Security certification such as CIISP
  • Mastery of ServiceNow Incident Management, Change Management, Service Management and Problem Management functions and processes
  • Data analytics and trend analysis
  • Supporting Configuration Management Databases (CMDBs)
  • ITIL Certification


The Problem Manager understands and maintains documentation about the IT architecture and infrastructure, major service configurations, and business purposes and functions. Works closely with our Business Continuity and Disaster Recovery team, the IS&T HelpLine team, major service owners, and IS&T Executive management. Manages and drives process changes to prevent service interruptions and minimize outage impact and duration as well as analyze data to identify and report on trends. Responsibilities Include: Proactively driving improvements within the IS&T organization and works to reduce the volume and duration of service interruptions in an effective and creative manner Maintains current knowledge of Apple internal and external products and services and provides recommendations for improvement Authors technical support documentation and configuration information of services and their status in the IT knowledgebase and the Configuration Management Databases Monitors and responds to escalation requests for priority incidents from IS&T HelpLine Major Incident Managers and Coordinators Coordinates major problem reviews with stakeholders and acts as a liaison with teams responsible for problem resolution Responsible for reporting key performance indicators (KPIs) and performing trend analysis on Incidents, Service Requests, Changes, and Problems

Education & Experience

Variable but typically core office hours are Monday-Friday, 8:00 AM to 5:00 PM Holiday and on-call work required at times

Additional Requirements