Apple is seeking a Triage Manager to lead their software triage function and ensure high-quality, timely resolution of issues across iOS, macOS, and cloud-integrated products.
Requirements
- Solid technical foundation with experience in iOS/macOS software components and debugging workflows.
- Familiarity with C-type programming languages (C, C++, Objective-C, or Swift) to guide technical triage discussions.
- Strong knowledge of issue-tracking systems, triage workflows, and incident management practices.
- Exceptional analytical and problem-solving skills, with ability to make data-driven decisions.
- Experience with cloud platforms (AWS, GCP, or Azure) and distributed system debugging.
- Prior experience in incident response/on-call management and working with SLOs/SLAs.
- Familiarity with DevOps, CI/CD pipelines, and automation for triage workflows.
Responsibilities
- Define and enforce triage processes, prioritization criteria, and escalation paths across multiple software domains.
- Act as the central point of contact for high-priority issues and incidents, coordinating resolution across engineering, QA, DevOps, and customer support.
- Review and validate issue severity, root-cause hypotheses, and resolution paths to ensure engineering resources are focused effectively.
- Drive operational excellence by establishing KPIs/metrics (e.g., triage response time, issue backlog, SLA adherence).
- Champion the use of tools, automation, and dashboards to improve visibility, efficiency, and traceability of issues.
- Facilitate postmortem reviews and lessons learned to prevent recurrence of critical issues.
- Communicate status of key issues and trends to senior leadership and cross-functional stakeholders.
Other
- Lead and manage a team of triage engineers, providing mentorship, coaching, and career development.
- Partner with product and program management to align triage decisions with business priorities and customer impact.
- Excellent leadership, communication, and collaboration skills, capable of influencing across technical and non-technical teams.
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
- 8+ years of experience in software engineering, QA, or triage, with at least 3+ years in a leadership/management role.
