Sara Dakir

Incident Detection P1 & P2: Keep an eye on our monitoring tools and setup alerts to be the first one to detect an incident. Cultivate a deep understanding on both business and technical KPIs, and proactively look at the data to detect potential issues. Incident Coordination: Proactively coordinate around early signs of an issue to prevent incidents before they happen. Help coordinate with the right team/person and work towards a resolution together. Coordinate with Customer facing teams towards to determine outbound communication strategy major incidents. Post incident; organize and drive the postmortem meetings with involved teams to identify root cause(s), mitigative actions and long- term solutions. Incident Communication timely and appropriately to leadership, operational teams and other internal stakeholders with facts and timelines during incidents. Share learnings from the incident to the relevant teams and internal stakeholders. Continuously improve the incident reporting process & tooling.

Hardware repairs. On-site assistance on incidents. Leading strategies for the improvement of the NPS. Reporting to the leadership team. Conflict resolution. Mentor Technical Specialists on technical and customer service issues. Troubleshoot, diagnose and perform repairs of iOS devices, Apple TV, Apple Watch, Beats, and other small devices and their accompanying software.