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Post-Incident Reviews (PIR) & Service Health Program Engineer, Infrastructure Services

Apple· Corporate Functions / IS&T - Edge Production Engineering
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Elk Grove, California$130.2k - $196.2kFull-timePosted 1w ago

About the role

Roles responsibilities center on coordinating PIR lifecycle, remediation tracking, and service health governance for Apple’s Edge Production Engineering. Focused on blameless incident reviews, actionable remediation, and leveraging AI/automation to improve incident learning workflows across DNS, CDN/proxy, GSLB, and compute domains.

Responsibilities

  • PIR Meeting Facilitation: Coordinate and facilitate PIRs for service degradations, outages, and near-misses across Edge services. Guide meetings with structure, neutrality, and clear timekeeping.
  • Inquisitive Problem-Solving: Guide blameless PIR discussions and retrospectives by applying incident response fundamentals to help engineering teams unpack what happened.
  • Documentation Quality: Review and refine incident summaries, timelines, and action items to ensure clarity, factual accuracy, and clear reasoning before sharing with broader teams and leadership.
  • Action Item Ownership: Track and govern issue-tracking boards containing corrective and preventative action items across Edge service teams.
  • Regular Service Syncs: Run recurring check-ins with service owners and technical leads across DNS, CDN/proxy, GSLB, and compute teams to review backlogs, update progress live, flag blockers, and keep action items moving forward.
  • Accountability Through Partnership: Build collaborative relationships across engineering, operations, and infrastructure teams to ensure agreed-upon fixes are completed.
  • Service Health Visibility: Assist in compiling incident trends, recurring failure themes, and remediation progress into clear, high-signal service health updates for leadership.
  • AI-Assisted Efficiency: Explore and apply Generative AI tools and lightweight automation to reduce program toil.
  • Tooling Alignment: Collaborate with central incident management teams to align on templates, reporting, and automated incident tooling.
  • Continuous Improvement: Look for practical ways to make the PIR process smoother and more valuable for engineers.
  • Support Domain Champions: Partner with embedded incident leads across Edge engineering domains.
  • Promote Blameless Culture: Encourage psychological safety and constructive, learning-first approaches to incidents.

Qualifications

  • 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.

Skills

Required:Incident Management / MIM / Incident ResponseDocumentation and runbook draftingMeeting facilitationTechnical familiarity with DNS/CDN/Networking
Nice to have:Generative AI / automationTemplate and metrics standardization

Benefits

  • Comprehensive medical and dental coverage
  • Retirement benefits
  • Discounted products and free services
  • Educational reimbursement (tuition)
  • Discretionary bonuses or commissions and relocation eligibility
Last updated Oct 16, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

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