Job Responsibilities : Retail Online Production Support Analyst
Salary : 89000 per Year
Company : Apple
Location : Remote US
Posted: Sep 6 2022
The people here at Apple don’t just build products — we craft the kind of wonder that has revolutionized entire industries. It’s the diversity of those people and their ideas that supports the innovation that runs through everything we do from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it. Imagine what you could do here at Apple. New insights have a way of becoming extraordinary products services and customer experiences very quickly. Bring your passion and dedication to your job and there’s no telling what you could accomplish! Are you passionate about the pursuit of excellence? This Analyst will join a worldwide team of Support Analysts to ensure a seamless and ever-improving platform experience for our Specialists in Retail Customer Care (RCC) and for all the personnel throughout Apple Retail Online. In this role you will handle incoming production support issues raised by RCC or Retail Online and perform initial triage steps to verify the issue and aim to fault isolation. You will advance issues to appropriate support teams (Apple IS&T business partners or third party providers). You will demonstrate sound judgment in assessing relative prioritization. When P1 or P0 incidents are raised you will coordinate both IS&T problem-solving functions as well as in-the-moment business recovery tactics — simultaneously. Facilitate teleconference bridges aim to rapid resolution and bring in affected business users to test hypotheses and potential solutions. Maintain communication efforts to alert the broader business as well as executive team members. Facilitate after-action reviews documenting Root Cause Analysis (RCA) potential preventive steps that need to be implemented and drive a robust follow-through cycle to ensure continuous improvement. Develop and demonstrate Domain Expertise on one or more product/platforms. In this capacity you may be called upon to participate in capital projects providing input on design possibly participating in User Acceptance Testing (UAT) and taking an active role in designing the cutover implementation and support strategies. You will maintain an up-to-date assessment of open production support issues for the platforms on which you are a SME and will proactively communicate status and next steps to your business partners. Have passion for solving problems a high degree of organization follow-through and the ability to communicate effectively with people of various technical proficiencies. You will interact and collaborate with partners across all business functions levels and locations. Ideally you will have experience with: contact centre operations tools and processes software development cycle internal help desk support processes and UAT. Record of participating on technical teams delivering high-quality results on time and taking ownership of issues and tasks. Creative problem-solver a dedicated worker; well-organized and eager to go above and beyond to get the job done. This role can be based onsite in Austin or remote.
- Experience performing production support for internal customers or for partner teams is preferred.
- Experience and comfort with creating user documentation.
- Consistent record of resourcefulness in finding technical root causes fault isolation techniques and pursuit of resolution.
- Expertise and experience in areas of Networking or SAP administration is highly desirable.
- Ability to operate independently under general supervision.
- Strong collaborative skills.
- Ability to work non-standard hours and holidays may be required.
- Demonstrated capabilities and understanding of ITIL or similar models of IT service management.
- Superb communication skills (written verbal and presentation) working with personnel from all levels of an organization.
Respond to production support issues as tickets come in on prioritized basis helping Production Support team maintain Service Levels for responses. Demonstrate technical troubleshooting skills across a wide variety of platforms in order to maintain consistently high level of effective information provided to our IS&T partners and to ensure rapid resolution of reported issues. When incidents are raised lead team activities to ensure that resolution is provided on a timely basis. Supervise corporate ticketing systems to identify emerging issues in our technical environment even if it has not yet been called out to us (Production Support team). Engaged with partner teams when appropriate to offer assistance in follow-through or business alerts. Develop deep technical and process expertise for products or applications for which you are an SME. Develop and chip in team training and documentation for these products to distribute functional knowledge to your teammates. Maintain database of open production support issues for the platforms for which you are a SME. Regularly communicate status and next steps to your business and product partners. Lead regularly scheduled production support reviews with IS&T teams and invite business partners to participate. Engage in P1 (/P0) process for high-priority issues coordinating across business and IS&T teams aim to resolution in rapid timeframe. Coordinate business recovery efforts with RCC or Retail Online leaders and SMEs to minimize corporate and customer impact while the issue is occurring. Maintain regular communication to broad business distribution and focused updates to executive partners. Facilitate after action reviews for high-priority issues to assess what went wrong and what is needed to prevent recurrence. Take ownership of following up with partner teams to ensure preventive steps are taken and continue to communicate to audience until all actions are completed. Implement closed-loop continuous improvement cycle.
Education & Experience
Bachelor’s Degree or equivalent experience
- Apple is an Equal Opportunity Employer that is committed to inclusion and diversity! We also take affirmative action to offer employment and advancement opportunities to all applicants including minorities women protected veterans and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about disclose or discuss their compensation or that of other applicants.