Job Location San José Job Description We are seeking a detail-oriented and innovative Mac Support Operations Manager to join our IT Operations team. This role is ideal for someone with a strong blend of Site Reliability Engineering, Data Analytics, and IT Service Management experience. The successful candidate will take the lead in defining and optimizing support operations for Mac devices in a complex enterprise environment, ensuring seamless employee experiences and system reliability. You will play a central role in building a Mac support framework from the ground up, replicating existing support structures used for Windows devices and adapting them to the Apple ecosystem. This includes automation, analytics, stakeholder management, and cross-functional collaboration with vendors, security teams, and service desks. Key Responsibilities + Establish and manage Mac support operations using tools like Apple Business Manager, BigFix, Nexthink, and Workspace ONE. + Analyze device lifecycle processes, software deployment, access control, and incident workflows to identify inefficiencies and drive automation. + Act as the primary communication bridge between business units and technical support vendors—ensuring timely resolution and continuous improvement. + Collaborate with internal teams to apply DevOps/SRE principles and integrate support workflows with platforms such as ServiceNow. + Manage the health, performance, and software compliance of Mac devices through data-driven insights and system monitoring. + Drive adoption of Modern Application Development practices, including Agile, CI/CD pipelines for scripting, and infrastructure automation. + Lead proof-of-concept initiatives to assess the value of new technologies and methodologies for MacOps. + Maintain inventory control and ensure compliance with enterprise policies and vendor-specific tools. + Provide technical support for employees, coordinate escalations, and ensure end-user satisfaction. Job Qualifications Required Qualifications + 3+ years in IT Operations, SRE, or related support engineering roles. + Exposure to AI/ML concepts & development applied to operational intelligence or predictive analytics. + Strong hands-on experience with Python (Pandas, NumPy) and data analysis tools. + Working knowledge of Apple's ecosystem, including MDM (BigFix, Workspace ONE, Nexthink) and Apple Business Manager. + Proficient in incident and ticket management systems, particularly ServiceNow. + Familiarity with Agile methodologies, CI/CD, and version control systems like Git. + Experience working with vendors, clients, and stakeholders in fast-paced environments. + Solid communication skills and the ability to explain complex topics to non-technical audiences. + Bachelor’s degree in Computer Science, Information Technology, or a related field. + Proficient in English, both written and verbal. Preferred Qualifications + Knowledge of Site Reliability Engineering (SRE) principles. + Experience with Power Automate or similar automation platforms. + Skills in macOS scripting (shell, Python, AppleScript). + Experience with R programming or advanced analytics tools. Important Note for Candidates: Before submitting your application, we strongly encourage you to review the following material: Hiring Process and Assessment Information (https://www.pgcareers.com/cr/en/hiring-process#assessment) . Familiarizing yourself with this content will help you be better prepared for the online assessments and enhance your chances of success. What we offer! + We'll give you responsibilities as of Day 1 – you will feel the ownership of your project from the beginning, and you will be given specific projects and responsibilities + You'll have continuous mentorship – you will work with passionate people and receive both formal training as well as day-to-day mentoring from your manager + We offer you to work and be part of a dynamic and supportive environment + We promote agility and work/life balance for employees, we value every individual and support initiatives, promoting. + We love flexibility. You can arrange your work schedule based on your personal needs. + We will let you experience true support for work/life effectiveness and your long-term well-being. + We will give you a competitive salary and benefits' package. About us! P&G serves consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®,Ambi Pur®, Ariel®, Bounty®, Charmin®, Crest®, Dawn®, Downy®, Fairy®, Febreze®, Gain®, Gillette®, Head & Shoulders®, Lenor®, Olay®, Oral-B®, Pampers®, Pantene®, SK-II®, Tide®, Vicks®, and Whisper®. The P&G community includes operations in approximately 70 countries worldwide. Please visit www.pg.com for the latest news and information about us and our brands. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Stay connected with us on social media! Follow us for the latest updates, exclusive content, and more. LinkedIn https://www.linkedin.com/company/procter-and-gamble/ Facebook P&G Careers | Santa Ana | Facebook (https://www.facebook.com/pgcostarica) Instagram @pgcareerscr Job Schedule Full time Job Number R000132413 Job Segmentation Experienced Professionals (Job Segmentation)