Job 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. 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. 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.

Requirements

Must-haves

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.
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.
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.

Nice-to-haves

None flagged.

Application prep

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Keywords to mirror

aijirallm

Platform: apple
Effort: medium