Post-Incident Reviews (PIR) & Service Health Program Engineer, Infrastructure Services

Apple Inc.; Elk Grove (CA); Vor Ort; USD 130.000 - 196.000; Vollzeit

Benefits dieser Stelle

Comprehensive medical and dental cover

Retirement benefits

Discounted products and free services

Tuition reimbursement

Zusammenfassung

Apple Inc. is seeking a Post-Incident Reviews (PIR) & Service Health Program Engineer in Elk Grove, CA. You will coordinate PIRs for edge service degradations, guide blameless retrospectives, and ensure meticulous incident documentation across a broad, distributed infrastructure.

The role emphasizes governance of remediation items, collaboration with DNS/CDN/GSLB and compute teams, and application of AI tools to streamline incident learning workflows for engineers.

Qualifikationen

• 3+ years in Incident Management, MIM, Incident Response, or Technical Support Operations.
• Experience coordinating major incident response and post-incident reviews.
• Hands-on experience tracking operational action items and remediation using ticketing systems.
• Proven ability to draft incident docs, executive updates, and runbooks.
• Bachelor’s degree or equivalent practical experience.

Aufgaben

• PIR Meeting Facilitation: Coordinate and facilitate PIRs for service degradations, outages, and near-misses across Edge services.
• Inquisitive Problem-Solving: Guide blameless PIR discussions and retrospectives with incident response fundamentals.
• Documentation Quality: Refine incident summaries, timelines, and action items for clarity and accuracy.
• Action Item Ownership: Track and govern issue-tracking boards across Edge service teams.
• Regular Service Syncs: Run recurring check-ins with service owners across DNS, CDN/proxy, GSLB, and compute teams.
• Accountability Through Partnership: Build collaborative relationships to ensure fixes are completed.
• Service Health Visibility: Compile incident trends and remediation progress into leadership updates.
• AI-Assisted Efficiency: Apply Generative AI and lightweight automation to reduce program toil.
• Tooling Alignment: Align with central incident management teams on templates and automated tooling.
• Continuous Improvement: Seek ways to make PIR processes smoother and more valuable.
• Support Domain Champions: Partner with embedded incident leads across Edge domains.
• Promote Blameless Culture: Foster psychological safety and a learning-first mindset.

Kenntnisse

Incident management

Coordination

Documentation

Ticketing systems

Ausbildung

Bachelor’s degree or equivalent

Tools

ServiceNow

Jira

Jobbeschreibung

Post-Incident Reviews (PIR) & Service Health Program Engineer, Infrastructure Services

Elk Grove, California, United States Corporate Functions

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? Join Apple’s Information Systems and Technology (IS&T) organization. IS&T is the engine behind everything Apple does for customers and for the people who build for them. It’s Apple’s central nervous system. Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless.Do you love building solutions to handle global complexity and immense scale? Imagine what you could do here.Infrastructure Services is part of IS&T and the foundation of Apple's global network operations — managing data center equipment and systems to deliver compute, storage, and networking services for teams across Apple, including its internal developer community. From individual facilities to a worldwide network, Infrastructure Services ensures the technology underneath everything works without question

Description

Edge Production Engineering keeps Apple’s edge infrastructure operating reliably and resiliently at massive global scale. Our ecosystem encompasses CDN and high-throughput reverse proxy services, authoritative and recursive DNS, Global Server Load Balancing (GSLB), and distributed Edge Cloud and compute platforms. Together, these systems deliver critical traffic routing, caching, and infrastructure services to hundreds of millions of users worldwide.When incidents occur across this multifaceted stack, our ability to coordinate effectively, learn quickly, adapt rigorously, and prevent repeat issues is essential.We are seeking a Post-Incident Reviews (PIR) & Service Health Program Engineer to help coordinate and drive our PIR lifecycle, remediation tracking, and service health governance across Edge Production Engineering.In this role, your background in incident response and management will be central to your success. You will guide PIR debriefs with structure and neutrality, ask insightful questions to uncover root causes, ensure remediation action items don’t fall through the cracks, and bring a forward-thinking mindset to leverage Generative AI and modern automation to make our incident learning workflows faster, lighter, and more productive for engineers.

Responsibilities

• PIR Meeting Facilitation: Coordinate and facilitate PIRs for service degradations, outages, and near-misses across Edge services. Guide meetings with structure, neutrality, and clear timekeeping.
• Inquisitive Problem-Solving: Guide blameless PIR discussions and retrospectives by applying incident response fundamentals to help engineering teams unpack what happened.
• Documentation Quality: Review and refine incident summaries, timelines, and action items to ensure clarity, factual accuracy, and clear reasoning before sharing with broader teams and leadership.
• Action Item Ownership: Track and govern issue-tracking boards containing corrective and preventative action items across Edge service teams.
• Regular Service Syncs: Run recurring check-ins with service owners and technical leads across DNS, CDN/proxy, GSLB, and compute teams to review backlogs, update progress live, flag blockers, and keep action items moving forward.
• Accountability Through Partnership: Build collaborative relationships across engineering, operations, and infrastructure teams to ensure agreed-upon fixes are completed.
• Service Health Visibility: Assist in compiling incident trends, recurring failure themes, and remediation progress into clear, high-signal service health updates for leadership.
• AI-Assisted Efficiency: Explore and apply Generative AI tools and lightweight automation to reduce program toil—such as drafting incident timelines, summarizing incident chat channels, categorizing common failure modes, or creating initial PIR drafts.
• Tooling Alignment: Collaborate with central incident management teams to align on shared templates, standardized reporting, and automated incident bot tooling.
• Continuous Improvement: Look for practical ways to make the PIR process smoother, lighter, and more valuable for engineers.
• Support Domain Champions: Partner with and support embedded incident leads across individual Edge engineering domains.
• Promote Blameless Culture: Encourage psychological safety, open communication, and a constructive, learning-first approach to incidents.

Minimum Qualifications

• 3+ years of experience in Incident Management, Major Incident Management (MIM), Incident Response, or Technical Support Operations.
• Demonstrated experience coordinating major incident response, facilitating incident bridge calls, or conducting post-incident reviews/retrospectives.
• Hands-on experience managing operational action items, incident remediation tracking, or process governance using ticketing systems (e.g., ServiceNow, Jira, or equivalent platforms).
• Proven track record drafting incident documentation, executive status updates, operational runbooks, or post-incident summaries.
• Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

• Strong meeting facilitation and communication skills, with the poise to lead structured, blameless debriefs with senior engineers and leadership.
• Familiarity with DNS, CDN, and basic networking principles.
• Technical curiosity and literacy: comfortable collaborating with engineering teams in complex infrastructure or cloud environments to translate technical discussions into clear root- cause narratives.
• Interest or hands-on experience leveraging Generative AI tools (e.g., LLM prompting, workflow automation, or scripting) to summarize incident data, draft timelines, and streamline program workflows.
• Experience defining, modernizing, or standardizing PIR templates, severity guidelines, or service health metrics.
• Experience partnering with central incident management organizations or working with automated incident response bots and tooling.

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $130,200 and $196,200, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan.

You’ll also receive benefits including:

• Comprehensive medical and dental coverage
• retirement benefits
• a range of discounted products and free services
• and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition

Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.

Learn more about Apple Benefits

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

Learn about accessibility in Apple’s workplace

Learn about reasonable accommodations for job applicants

Apple accepts applications to this posting on an ongoing basis.