Imagine what you could do here. At Apple, we believe new ideas have a way of becoming phenomenal 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 create products - they create the kind of wonder that’s revolutionised 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. Apple Operations and Supply Chain delivers to customer promise with revolutionary precision, accuracy and at an immense scale. At the heart of that revolution precision, accuracy and scale are best in class processes and systems. We are looking for an Application Support Engineer to lead the Automation for Global Support, who would be responsible for modernising Support planning and execution using intelligent tools and would be hands-on. This role is perfect for an individual contributor who thrives at the intersection of support process and platform engineering.
Description
We are looking for an Application Support Engineer to architect smarter, faster, and self-sufficient support processes and systems. Key responsibilities include : - Work in a high-trust environment with technical leadership. - Work in strategic, tactical, and operational capacity to improve quality and speed of Application Support - Lead innovation in support with cutting-edge AI and LLM-powered tools. - Work on impactful challenges, following up on issues to ensure root cause and corrective action. Invoke crisis management for critical incidents. - Act as technical lead during critical incidents for fast resolution, root cause clarity, and system hardening. - Influence developer and application teams to shift support left, instrument apps, build diagnostics, and integrate telemetry early. - Contribute to build smart support tools: AI/ML summarisers, chatbots, ticket intelligence engines, and knowledge search systems. Integrate LLM-based agents into workflows for automation. - Develop automation for auto-triage, self-healing, and real-time diagnostics. - Enhance observability platforms for early anomaly detection, enriched alerts, and predictive support. - Create scalable play-books and support-as-code tooling for improved operational readiness and knowledge reuse. Partner with Business and technical teams to deliver support and manage incidents.
Minimum Qualifications
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4-7 years of experience in Enterprise Application Support Management
- Experience in handling observability/monitoring tools (PagerDuty, Data-dog, Prometheus, Splunk)
- Excellent verbal and written communication skills, attention to detail and the ability to communicate at all organizational levels
- Bachelor’s or Masters degree in Engineering specialising in Computer Science or IT
Preferred Qualifications
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Problem Solving techniques for issue resolution
- Ability to communicate clearly and professionally with our business partners on the status of production issues and resolution strategy. Excellent interpersonal and problem solving skills required to serve diverse customer base and deal effectively with escalating issues
- Ability to combine technology with a support mindset to lead automation, observability, and shift-left processes.
- Experience working with best-in-class processes of IT service management while working on complex IT systems landscape in a global organisations.
- Ability to develop smart support tools using LLM, summarisers, and self-serve diagnostics and search interfaces using natural language processing
- Experience building Tableau dashboards for reporting and metrics.
- Deep analytical skills, systems thinking, and the ability to turn support problems into scalable engineering solutions collaborating across engineering, monitoring, and portfolio teams.
- Able to drive cross-functional communications required to serve diverse customer base and deal with escalations efficiently.
- Understanding in Supply Chain domain (or) Support delivery process and tools.
Past experience in Service Now for Incident Management.
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