Summary
Do you love understanding every detail of how new technologies work? Join the team that serves as Apple's nerve center, our Information Systems and Technology group. There are countless ways you'll contribute here, whether you're coordinating technology needs for product launches, designing music solutions for retail locations, or ensuring the strength of in-store Wi-Fi connections. From Apple Pay to the Apple website to our data centers around the globe, you'll help design and manage the massive systems that countless employees and customers rely on every day. You'll also build custom tools for employees, empowering them to solve complex problems on their own. Join our team, and together we'll explore all the ways to improve how Apple operates, freeing our employees to do what they do best: craft magical experiences for our customers.

We are looking for Information Technology (IT) Problem Managers to join our team! In this role we have a variety of responsibilities, from driving team initiatives and providing strategic, to managing the lifecycle of all major IT problems. Problem Management team members are domain experts who understand the intricacies and complexities of Apple's business as well as the operational dependencies, our objective to is prevent future incidents from occurring. We work in a 5x8 shift support model, with holiday and on-call work required at times.

Key Qualifications
5+ years IT Service Operations experience working in a Problem Management or Incident Management role

Technical support documentation authoring; post-incident reviews, or retrospective analyses

Outstanding interpersonal communications and customer service

Troubleshooting, problem resolution, and root cause identification

Understanding of multi-tiered and web-based information systems architecture including disaster recovery / business continuity solutions and procedures

Critical decision-making based on limited or ambiguous information

Ability to simplify and communication sophisticated and highly technical subject matter

PREFERRED EXPERIENCE AND SKILLS

Project management certification such as PMP, CAMP

Networking certification such as CCNA or CCNP

Security certification such as CIISP

Information Technology Infrastructure Library Certification such as ITIL Foundations, Problem Management, Incident Management

Description
- Manages and drives process changes to prevent service interruptions and minimize outage impact and duration

- Is responsible for the lifecycle of major IT problems, facilitating the resolution of root cause(s) to drive improvements within the IS&T organization

- Author technical support documentation and configuration information of services and their status in the IT knowledgebase and the Configuration Management Databases

- Coordinates major problem reviews with partners and acts as a liaison with teams responsible for problem resolution

- Monitors and responds to escalation requests for priority incidents from IS&T HelpLine Major Incident Managers and Coordinators

- Responsible for reporting key performance indicators (KPIs) and performing trend analysis on Incidents, Service Requests, Changes, and Problems

- Performs Executive-level briefings on data trends from Incidents, Changes, Service Requests, and Problem Management analysis

Education & Experience
Bachelors in Information Systems, related field or equivalent work experience.