Contact Technologies uses advanced logic and custom applications to allow any Apple customer via voice, chat or email to connect with Apple through a personalized, high-touch experience. As a Product Reliability Owner, you will be responsible for the process of improving and maintaining the stability and reliability of the production environment using standard processes of Operational Perfection across multiple applications in the Contact Center.
Description
As a Product Reliability Owner, you will be responsible for the following areas: Production Readiness - Work with Engineering on Product Roadmap, Change Management, Operational Perfection Monitoring - Ensure monitoring accurately captures all production incidents Efficiency & Resiliency - Review incident inflow to understand what drives issues, traffic diversion processes, log auditing Capacity Planning - Load testing, risk register, mitigation plans Tools & Automation - Handle existing tools, and look for opportunities to use automation to be more effective and efficient. In addition, you will define objectives and key results and use metrics to measure your impact. You will work with and influence multiple teams, including development, production support, business teams, and other technical and non-technical teams within Apple. Your goal is to ensure an efficient, reliable process from development to production to allow our business teams to continue to provide the greatest customer experience.
Minimum Qualifications
Preferred Qualifications
Bachelor’s degree or equivalent work experience
Submit CV
Description
As a Product Reliability Owner, you will be responsible for the following areas: Production Readiness - Work with Engineering on Product Roadmap, Change Management, Operational Perfection Monitoring - Ensure monitoring accurately captures all production incidents Efficiency & Resiliency - Review incident inflow to understand what drives issues, traffic diversion processes, log auditing Capacity Planning - Load testing, risk register, mitigation plans Tools & Automation - Handle existing tools, and look for opportunities to use automation to be more effective and efficient. In addition, you will define objectives and key results and use metrics to measure your impact. You will work with and influence multiple teams, including development, production support, business teams, and other technical and non-technical teams within Apple. Your goal is to ensure an efficient, reliable process from development to production to allow our business teams to continue to provide the greatest customer experience.
Minimum Qualifications
- Experience in Contact Center Voice infrastructure, Genesys Routing, SIP
- Experience in Contact Center application design/development
- Experience in large enterprise & global engineering, development and support
- Excellent verbal and documentation skills (Able to communicate with more non-technical business users)
- Good analytical skills and ability to research and present findings
- Good knowledge of DevOps principles and standard processes
- Good knowledge of security standard processes
- Experience in Machine Learning and predictive analytics
- Strong teammate with excellent collaboration skills
- Pro-active and able to work independently
- Attention to detail
Preferred Qualifications
Bachelor’s degree or equivalent work experience
Submit CV