Apple Pay - Incident Management Lead

London, Greater London, United Kingdom
Software and Services


Weekly Hours: 35
Role Number:200312082
Imagine what you could do here! The Wallet, Payments and Commerce (WPC) Incident Management team is looking for a dynamic program lead in London to drive swift and successful remediation of incidents related to service interruptions or otherwise degraded customer experience. Our team operates multi-functionally with Site Reliability Engineers (SRE), Product Engineering, Business Operations, Product Management, and key collaborators to ensure Apple-internal and external partners are aligned with our service level objectives! This person will be at different times a project manager, data analyst, story teller, team leader and influencer. They’ll play a meaningful role in improving organisational efficiency on a global scale, ensuring our teams and partners are advised and engaged, and reinforcing our values and culture.

Key Qualifications

  • Experience as Major Incident Manager, or in a Production Operations / SRE role with proven success managing incidents.
  • Expert knowledge of ITIL / ITSM framework, specifically Incident Management and related processes such as Problem Management.
  • Familiarity with practices and principles of SRE such as availability, latency, performance, monitoring, automation, toil prevention, risk reduction, and observability.
  • Familiarity with Release Management concepts including integration testing, quality assurance, production and pre-production deployment to lower environments.
  • Ability to accurately and meaningfully communicate problem statements, status and impacts in relation to the customer experience.
  • A data-oriented, critical thinker who can adjust focus over the course of an investigation; mitigation in the short term, and thoughtful analysis and remediation in the longer term.
  • Excellent presentation, oral, and written business communication skills with various audiences and levels.
  • Ability to adapt in a positive manner to changes in business priorities, scope and level of engagement required.
  • Self-directed, demonstrates leadership skills, and values team building.
  • Forward-thinking decision-maker that optimally balances risks and benefits for the greater good.
  • Understanding of compliance/security concepts such as risk, threat and vulnerability management, data encryption, PCI, PII, GDPR, etc.


• Lead Incident Management for Wallet, Payments and Commerce in the EMEA region. • Drive high levels of engagement from initial triage to active investigation, impact mitigation and problem remediation. • Proactively identify, prioritize, and drive resolution of issues that adversely impact the customer experience. • Work in partnership with global teams to identify problems either as a result or in prevention of an Incident. • Facilitate Root Cause Analysis within the organization as well as Apple-internal and external partners. • Conduct Retrospective/Post-Incident Review (PIR) meetings, identifying and supervising follow-up actions. • Collaborate with product, business, engineering and support teams to ensure impacts are multi-functionally understood and remediation efforts completed. • Communicate knowledgeably and with confidence, broadly and effectively across both technical and business audiences including executive leadership. • Maintain outstanding problem records and publish reports (top issues, critical metrics) demonstrating the health and efficiency of the Incident Management program.

Education & Experience

• BA/BS in Business, Communications, Computer Science or similar technical field, or equivalent work experience.

Additional Requirements

  • • This role may require occasional international travel/transatlantic travel and the ability to work non-standard hours including weekends and holidays.
  • • Training in project/program management or equivalent work experience is highly desirable.
  • • Some experience in the Fintech or Payments arena is helpful, but not required.
  • Apple’s most important resource, our soul, is our people. Apple benefits help further the well-being of our employees and their families in meaningful ways. No matter where you work at Apple, you can take advantage of our health and wellness resources and time-away programmes. We’re proud to provide stock grants to employees at all levels of the company, and we also give employees the option to buy Apple stock at a discount — both offer everyone at Apple the chance to share in the company’s success. You’ll discover many more benefits of working at Apple, such as programmes that match your charitable contributions, reimburse you for continuing your education and give you special employee pricing on Apple products.
  • Apple benefits programmes vary by country and are subject to eligibility requirements. Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.