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Apple Application Support Engineer WW Operations Business Process Reengineering India, Telangana, Hyderabad 136224667
Yesterday
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We are looking for an Application Support Engineer to architect smarter, faster, and self-sufficient support processes and systems. Key responsibilities include : - Work in a high-trust environment with technical leadership.- Work in strategic, tactical, and operational capacity to improve quality and speed of Application Support- Lead innovation in support with cutting-edge AI and LLM-powered tools.- Act as technical lead during critical incidents for fast resolution, root cause clarity, and system hardening.- Contribute to build smart support tools: AI/ML summarisers, chatbots, ticket intelligence engines, and knowledge search systems. Integrate LLM-based agents into workflows for automation.- Develop automation for auto-triage, self-healing, and real-time diagnostics.- Enhance observability platforms for early anomaly detection, enriched alerts, and predictive support.
- 4-7 years of experience in Enterprise Application Support Management
- Experience in handling observability/monitoring tools (PagerDuty, Data-dog, Prometheus, Splunk)
- Excellent verbal and written communication skills, attention to detail and the ability to communicate at all organizational levels
- Bachelor’s or Masters degree in Engineering specialising in Computer Science or IT
- Problem Solving techniques for issue resolution
- Ability to communicate clearly and professionally with our business partners on the status of production issues and resolution strategy. Excellent interpersonal and problem solving skills required to serve diverse customer base and deal effectively with escalating issues
- Ability to combine technology with a support mindset to lead automation, observability, and shift-left processes.
- Experience working with best-in-class processes of IT service management while working on complex IT systems landscape in a global organisations.
- Ability to develop smart support tools using LLM, summarisers, and self-serve diagnostics and search interfaces using natural language processing
- Experience building Tableau dashboards for reporting and metrics.
- Deep analytical skills, systems thinking, and the ability to turn support problems into scalable engineering solutions collaborating across engineering, monitoring, and portfolio teams.
- Able to drive cross-functional communications required to serve diverse customer base and deal with escalations efficiently.
- Understanding in Supply Chain domain (or) Support delivery process and tools.
- Past experience in Service Now for Incident Management.
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