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

Apple; Elk Grove (CA); Presencial; USD 150.000 - 190.000; Jornada completa

Descripción de la vacante

Apple is seeking a Post-Incident Reviews and Service Health Program Engineer to coordinate PIR lifecycle, remediation tracking, and health governance for Edge Production Engineering. You will guide blameless PIR debriefs, drive action items, and partner with DNS/CDN/GSLB/compute teams to improve incident learning and automation.

In this role, you will leverage Generative AI and lightweight automation to streamline timelines, summaries, and remediation workflows, while maintaining clear

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Incident Management

Major Incident Management

Incident Response

Ticketing Systems

Educación

Bachelor’s degree or equivalent

Herramientas

ServiceNow

Jira

Descripción del empleo

Summary

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.

Key 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.