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About Apple Inc
Apple Inc. is a multinational technology company known for designing and manufacturing consumer electronics, software, and online services, including the iPhone, Mac, iPad, and App Store. Industry: Consumer Electronics & Software
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JOB TITLE: Senior Operations Engineer, Retail Store Operations & Support - Retail & Marcom Engineering
The Senior Operations Engineer, Retail Store Operations & Support - Retail & Marcom Engineering joins the Retail Engineering Operations & Support team to maintain critical systems for online and physical stores. This role involves building and extending GenAI agents, automation, and screening tools to improve incident detection, triage, and resolution. You will provide deep technical ownership for transactional systems including Point of Sale, Apple Financial Services, Carrier Services, Runner, and Catalog. Daily tasks include performing root cause analysis using application logs, telemetry, and observability platforms, while partnering with engineering and business teams to drive process improvements. Required skills include experience with Splunk, ServiceNow, Jira, Python, and networking fundamentals. You will solve complex production issues within a high-volume retail environment to ensure reliable service for millions of customers.
Build and extend GenAI agents and automation to scale incident detection, triage, and resolution.
Debug and resolve complex production incidents for transactional systems like Point of Sale and Apple Financial Services.
Lead root cause analysis using application logs, telemetry, observability platforms, and ML-driven insights.
Develop functional requirements, technical specifications, and support documentation for automation and process improvement.
Partner with engineering and business teams to enhance product delivery and support strategy for new launches.
Coordinate with a globally distributed team of consultants to ensure consistent execution of support functions.
Participate in an on-call rotation to support critical applications and services during non-standard hours.
What we're looking for
Bachelor's degree or higher in Computer Science, Information Technology, or a related field, or equivalent work experience.
5+ years of experience supporting critical, customer-facing systems in a high-volume production environment.
3+ years of hands-on experience with incident management platforms like ServiceNow and issue tracking tools like Jira.
3+ years of practical experience with Splunk, including dashboard creation, SPL querying, and alert configuration.
3+ years of experience performing structured root cause analysis using application logs, telemetry, distributed traces, and customer feedback.
Hands-on experience building and orchestrating agentic workflows with SOTA language models, LLM-based automation, or AI-augmented operational tooling (preferred).
Experience with scripting languages (Python preferred) for log analysis, data investigation, and lightweight automation of operational workflows (preferred).
Experience validating data feeds between SAP (MM, SD, FI) and downstream retail systems (preferred).
Java
Python
Spring Boot
Spring MVC
Spring Security
Spring Data
Spring Cloud
WebFlux
Go
Ruby
Kubernetes
AWS EKS
GCP GKE
Azure AKS
CI/CD
Oracle
MySQL
Cassandra
MongoDB
JUnit
Mockito
Quarkus
Micronaut
Dropwizard
ServiceTalk
GenAI
JVM