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Senior Engineering Project Manager - Contact Center Operations and DevOpsSanta Clara Valley (Cupertino), California, United StatesSoftware and Services
5+ years of experience in the software industry
Experience with Continuous Integration, Build automation, Configuration Management, SDLC
Experience in managing projects and support of complex global Contact Center environment
Background in the development and management of remote support groups, international support groups, and 24x7 support operations
Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
Experience in a fast-paced and highly dynamic working environment
Experience with systems operations and management environments within large enterprise customers and/or service providers is desirable.
Proven ability to manage to deadlines and meet cost constraints.
Excellent communication, leadership and presentation skills.
Excellent organizational and documentation skills.
Track record of accomplishment and effectiveness within organizations
Ability to support multiple projects at the same time.
Proven record of delivering large global projects with geographically distributed teams.
DescriptionThe Customer Systems team delivers key applications used in Apple’s Global sites, including the Contact Engineering platform and its integrations with other Contact Center tools. Responsibilities: - Define process and tools for build automation and configuration management from development through production deployment. - Integrate deployment strategy with automated testing platform. - Define strategy for performance analysis, tuning and load testing. - Define process for continual review and enhancement of monitoring and alarming - Project management of global projects utilizing large scale and complex technologies working with various leads within IS&T and business teams. - Evaluate and Define processes to transition new applications, systems from projects to operations for production support. - Develop and implement practices that measure the effectiveness and performance of the support teamEducation & ExperienceMasters or Bachelor’s degree in Computer Science / Software Engineering / Related fieldAdditional RequirementsApple FooterApple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant at http://www1.eeoc.gov/employers/upload/eeocselfprintposter.pdf (Opens in a new window) at http://www1.eeoc.gov/employers/upload/eeocselfprintposter.pdf .Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. at https://www.dol.gov/ofccp/PayTransparencyNondiscrimination.html Learn more at https://www.dol.gov/ofccp/PayTransparencyNondiscrimination.html (Opens in a new window) at https://www.dol.gov/ofccp/PayTransparencyNondiscrimination.html .Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance at https://sfgov.org/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf guidelines at https://sfgov.org/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf (opens in a new window) at https://sfgov.org/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf applicable in your area.Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program at https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf (Opens in a new window) at https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf .Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy at https://www.apple.com/jobs/us/accommodationdrugfree.html Learn more at https://www.apple.com/jobs/us/accommodationdrugfree.html (Opens in a new window) at https://www.apple.com/jobs/us/accommodationdrugfree.html .
