Technical Operations & Site Reliability Engineer, Customer Systems

Technical Operations & Site Reliability Engineer, Customer Systems

Sunnyvale, California, United States Software and Services

At Apple, Customer Experience is at the forefront of everything we do. The Customer Systems Operations team is looking for a highly skilled and motivated Tech Ops Engineer (Technical Operations & Site Reliability) to join us. The team is 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 a passion for operational excellence with strong software engineering skills, and thrive in a fast-paced, change-driven environment focused on continuous improvement and flawless delivery.

Manage large-scale production outages, leading incident response and improving efficiency. Design, build, and maintain automation solutions to streamline the monitoring, sustenance, and management of large-scale distributed systems. Develop 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 & LLM models to achieve Operational Excellence in application support.

Plan and execute actionable system health monitoring, incident response, and communication across critical global applications. Drive operational metrics and KPI identification and alignment. Partner with multi-functional teams to improve reliability, efficiency, stability, and processes. Be a self-directed problem-solver exhibiting deftness to handle multiple simultaneous competing priorities and deliver solutions in a timely manner. Create and maintain accurate, up-to-date documentation reflecting architecture, infra configuration, and procedures.

Write status and incident reports. Write training material and train users in complex topics. Partner with a team of highly skilled engineers across the globe and guide their work towards operational excellence, gaining efficiency. Build a culture where the regional members are responsible for cultivating strong in-region relationships and getting results for our business partners ensuring they remain informed about significant incidents and problems.

• Experience in interpreting operational data from systems like Hubble, Extra Hop, Splunk or other monitoring tools along with hands-on experience of production monitoring systems, log analysis, troubleshooting, and support dashboards.
• Understanding of standard networking protocols and components such as: HTTP, DNS, TCP/IP, ICMP, the OSI Model, Subnetting and Load Balancing.
• Experience in using AI and Large Language Models (LLMs) to enhance operational efficiency through tasks such as model training, optimization (including areas like Model Context Protocol or similar methods), and designing effective model utilities.
• Experience in scripting languages and automation tools such as Java, JEE, REST, Swift/Objective C, database schema design and data access technologies.

• Experience in strategizing and achieving operational excellence in global distributed systems.
• Fundamental understanding of distributed systems including:
  Micro services, Messaging Brokers, and Versioning.
• Experience in driving operations teams for large-scale mission-critical applications working in a 24x7 environment across multiple locations.
• Understanding of the Linux Operating System, including Kernel, Memory, Process, Threads, Static / Shared Libraries, IPC, and Signals.
• Excellent organizational and documentation skills.
• Bachelor’s degree in Engineering or equivalent.
• Excellent interpersonal skills. Proactive, with a strong sense of personal ownership.

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…