Technical Operations Engineer & Production Support, Customer Systems

Customer Systems is part of ISu0026T and drives the technology behind Apples customer support experience from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCares online support platform which handles 6 billion visits per year delivering seamless high-quality support to Apple customers around the Apple customer experience is at the forefront of everything we do. Apple Customer systems Operations team is looking for a highly skilled and motivated CS TechOps Engineer (Technical Operations u0026 Site Reliability Engineer) to join our operations this role you will be responsible for maintaining the reliability availability and performance of business-critical globally distributed systems.

If you have the desire and motivation to design and develop automation solutions to streamline system sustenance monitoring and operational workflows while collaborating closely with support engineering and business operations teams this profile is for you. Ideal candidates will combine strong software engineering skills with a passion for operational excellence and thrive in a fast-paced change-driven environment focused on continuous improvement and flawless delivery.

Design build and maintain automation solutions to streamline the monitoring sustenance and management of large-scale distributed tools and software (using Java/JEE REST Swift/Objective C Python Go or Bash) to automate repetitive operational tasks reduce manual intervention and improve system reliability. Utilize AI u0026 LLM models to gain Operations Excellence in application the planning and execution of system health monitoring incident response and communication across critical global operational metrics tracking KPI identification and process improvements through coordination with support engineering and business operations on operations management and demonstrate expertise in managing large-scale production outages and leading incident understanding of production monitoring systems log analysis and troubleshooting support dashboards and proficiency in scripting languages and automation a team of highly skilled engineers across the globe and guide their work towards operations excellence gaining efficiency by automating their daily routine a problem-solver who is self-directed and capable of exhibiting deftness to handle multiple simultaneous competing priorities and deliver solutions in a timely and maintain accurate up-to-date documentation reflecting architecture infra configuration and responsible for writing justifications training users in complex topics writing status reports documenting procedures and interacting with other Apple staff and guidance to improve the stability efficiency and scalability of systems. Strong troubleshooting ability will be used future needs for capacity by closely reviewing upcoming application features and work with the engineering teams to improve reliability implementing actionable monitoring framework and be part of production on-call.

Experience in debugging Java JEE REST Swift/Objective C Websockets and data access in leading and driving operations teams for large scale mission critical applications working in a 24x7 operations and on/off shore support modelnStrong knowledge of Production support practices for managing web and iOS applications and passion for eliminating repetitive manual processes using in interpreting data from systems like Open Telemetry Splunk and other monitoring tools.

Experience in using AI / LLM models to significantly improve Operations efficiency and perform tasks like model training MCP creation or designing model of standard networking protocols and components such as: DNS TCP/IP ICMP the OSI Model Subnetting and Load Balancing is a plusnLead a team of highly skilled engineers across the globe and guide their work towards operations excellence gaining efficiency by automating their daily routine in strategizing and achieving operational excellence in global distributed understanding of distributed systems including: Micro services Messaging Brokers and VersioningnUnderstanding of the Linux Operating System including Kernel Memory Process Threads Static / Shared Libraries IPC organizational and documentation skills.

Required Experience:

IC