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 Wallet. This 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, you'll set direction for incident management. It's a hands-on, high-accountability role that requires technical fluency, operational rigor, and strong leadership presence under pressure, with exceptional communication skills. At Apple, we don't just build products - we craft the kind of wonder that's 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.

Description

As a Senior Incident Manager, you'll drive the incident management process end-to-end - ensuring it's executed consistently and accurately, while continuously improving it. You'll 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 stakeholders.

You'll 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, you'll 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.

Minimum Qualifications

Bachelor's degree in Computer Science or Information Technology or equivalent practical experience.
6+ years of experience in incident management, site reliability engineering, or technical program management for production services.
Demonstrated experience building or scaling an incident management program in a production or customer-facing environment.
Proven ability to define, measure, and influence operational metrics (MTTD, MTTR, etc.).
Experience facilitating postmortems and applying root cause analysis frameworks to drive durable improvements.
Strong cross-functional collaboration skills, particularly with engineering, product, and executive stakeholders.
Excellent communication skills under pressure, with the ability to drive clarity and urgency.
Experience with incident tooling (e.g., PagerDuty, Slack automation, observability platforms).

Preferred Qualifications

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