Senior Incident Manager

Are you energized by leading high-stakes operational response Do you thrive in fast-moving cross-functional environments where clarity and decisiveness directly protect the user experience Are you the person others turn to in a crisis to bring order drive resolution and keep stakeholders informed If so you might be the right fit for a Senior Incident Manager role for Apple role focuses on leading and improving the incident response program for Apple Wallet ensuring that when issues arise our response is fast coordinated and centered on the user experience. As a senior individual contributor youll set direction for incident management. Its a hands-on high-accountability role that requires technical fluency operational rigor and strong leadership presence under pressure with exceptional communication Apple we dont just build products - we craft the kind of wonder thats revolutionized entire industries. Apple Wallet has changed the way we access the world and is one of our fastest growing services. If this excites you apply to join our talented team.

As a Senior Incident Manager youll drive the incident management process end-to-end - ensuring its executed consistently and accurately while continuously improving it. Youll lead incident response mobilize the right people quickly and drive clear decisive communication. Your technical fluency lets you follow the engineering conversation in real time ask the sharper question and translate complexity into clarity for also own the post-incident lifecycle - making sure every incident produces real learnings durable observations and clear ownership in partnership with Problem Management. Beyond execution youll continuously sharpen the practice itself: refining how we prioritize communicate respond and surfacing cross-functional feedback on where we can be better. This role depends on strong written and verbal communication sound judgment under pressure and a teamwork-first instinct.

Serve as Incident Commander on high-severity events owning the response from declaration through mitigation driving cadence and removing blockers. nMake timely well-reasoned decisions under pressure including escalations when to engage additional teams and when to communicate incident communications throughout the lifecycle - delivering concise accurate updates to engineering leadership partners and direction for and coach a team of incident managers driving consistent execution quality and continuous improvement across the a clear incident record - timeline key decisions actions taken and impact assessment - so post-incident work starts from a strong post-incident reviews that focus on systemic learning ensuring every incident produces durable observations clear action items and named closely with Problem Management to translate post-incident learnings into prevention improve response playbooks and escalation strong working relationships across Engineering Operations and external and surface cross-functional gaps - process tooling ownership observability - and drive them to resolution.n

Bachelors degree in Computer Science or Information Technology or equivalent practical experience.n6 years of experience in incident management site reliability engineering or technical program management for production experience building or scaling an incident management program in a production or customer-facing ability to define measure and influence operational metrics (MTTD MTTR etc.).nExperience facilitating postmortems and applying root cause analysis frameworks to drive durable cross-functional collaboration skills particularly with engineering product and executive communication skills under pressure with the ability to drive clarity and with incident tooling (e.g. PagerDuty Slack automation observability platforms).

Hands-on engineering background (SRE DevOps or software engineering) particularly in payments or financial leading incident programs across global teams or regulated in high-availability systems payments infrastructure or customer-critical integrating incident workflows with observability platforms (e.g. Datadog).nExperience driving change in cross-functional or matrixed organizations.