Madhugeetha Akkisetty

Project: AOS Production Support

Role: Production Support Engineering Lead

Client: Apple

Apple Online Store

The Apple Online Store (AOS) is a global e-commerce platform that serves millions of Apple customers around the world. The e-commerce platform offers Apple's entire product line along with accessories and third-party products.

• Responsible for seamless operation of Apple online store supporting all Apple new product launches (iPhones, iPads, Macs etc.) and AOS events (promotions during special events such as Black Friday sales, Back to School promotions, sale events etc.), regular project releases, and maintenance activities throughout the year.
• Responsibilities include end to end system analysis, effort estimation needed to implement the solution, added focus on better and alternative solutions, secure buying from all the stakeholders. Also encompassing issue resolution (e.g., with respect to order flow's system, lead/guide relevant teams to fix failure/bugs right away and work on order recovery, as needed etc.; close the issue as per the agreed SLA).
• Worked effectively to resolve incidents, ensuring minimal impact on customers and business
• Worked in a 24*7 follow-the-sun global support production model, managing high priority customer impacting issues worldwide.
• Worked with cross-functional teams like SAP, GBI, Finance, Legal, Information and Security, Logistics etc., to support various corporate events, or to analyse and fix issues.
• Automated reporting tools and developed dashboards for proactive monitoring using Splunk and Hubble.
• Conducted post-mortem analysis of weekly issues and created detailed reports that includes revenue loss, impact on business, steps taken to mitigate the issue temporarily / resolve it completely.
• Managed incident response using tracking tools like PagerDuty.
• Coordinated team activities, ensuring efficient incident handling and task planning.
• Led training initiatives for the team, supported onboarding of new members.