Incident Management Engineer - Employee Experience and Productivity

Summary Posted: Jan 12, 2024 Weekly Hours: 43 Role Number: 200533594 Interested in supporting and managing a system used by every employee at Apple? Eager to witness this system applying the best of Cloud Technologies, scaling up to 100x in a matter of minutes? Ready to experience the excellence of working in a High 9s availability environment? If this aligns with your expertise, we would love to meet you! Caffè Macs Engineering is currently seeking an exceptional Incident Management Engineer. In this role, you will be responsible for driving incident response and managing incidents from detection to resolution. Your success in this position will be defined by a strong sense of ownership, as you marshal the necessary cross-functional resources to respond to and resolve service outages, critical bugs, security attacks, and anything else that significantly impacts the users of our products. Key Qualifications Key Qualifications Have technical background, are proficient in SQL, Splunk, or equivalent query languages and the ability to use data to drive business decisions based on analytical research Experience in using Incident Management tools e.g. ServiceNow, Pager Duty etc. Experience using infrastructure and application monitoring telemetry based tools such as Prometheus, Sentry, Grafana and others Experience in payments or e-commerce space in particular for incident response Experience working with both cloud and third-party solution providers Experience with managing user-facing communications strategy during sensitive situations such as outages Description Description At Caffè Macs, we are committed to creating a seamless and exceptional experience for our users. As a member of the Caffè Macs Incident Management Team, you will play a crucial role in supporting the platform. Join us in our mission to achieve the highest levels of availability and scale, enabling a great experience for fellow Apple employees. Key Responsibilities: 3+ years of experience within a Major Incident Management team. Strong commitment to ownership and customer service with a user-first mindset. Enjoy a fast-paced work environment, crafting strategic and rapid fixes to high-intensity problems with a keen eye for detail and a high bar for quality. Comfortable navigating ambiguity while identifying areas for process improvement and establishing best practices. Strong written and verbal communication skills, able to deliver effective messaging to all levels of a technical organization Education & Experience Education & Experience Bachelor's degree in Computer Science, Engineering, or a related field. Additional Requirements Additional Requirements