Retail Online Production Support Analyst

Apple

4d•Onsite

About The Position

The people here at Apple don’t just build products — they 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. Are you passionate about the pursuit of excellence? As a Retail Online Production Support Analyst, you will join a worldwide team of Support Analysts to ensure a seamless customer journey on our front-facing tools and an ever-improving platform experience for our Specialists in Retail Customer Care (RCC), and for all personnel throughout Apple Store Online.

Requirements

Ability to multitask, stay calm and focused in a pressurized environment.
Available to work weekends to cover critical shifts.
Ability to work non-standard hours and holidays.
Proven track record of resourcefulness in finding technical root causes, fault isolation techniques and pursuit of resolution and long-term prevention.
Passion for solving problems, a high degree of prioritization, organization, follow-through, and the ability to communicate effectively with people of various technical proficiencies.
Experience performing production support for internal customers or for partner teams is preferred.
Superb communication skills (written, verbal, and presentation) and previous experience communicating with senior leadership team is advantageous.
Record of participating on technical teams, delivering high-quality results on time, and taking ownership of issues and tasks.
Experience collaborating with appropriate support teams (Apple IS&T, business partners, or third-party providers) to assess critical issues and assign correct prioritization based on business impact.
Ability to collaborate cross-functionally to translate business needs into actionable technical solutions.
Passion for innovation, curiosity, and a willingness to work in a fast-paced, dynamic environment.

Responsibilities

Coordinate IS&T problem-solving functions as well as in-the-moment business recovery tactics when P1 or P0 incidents are raised.
Facilitate teleconference bridges to drive 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 and preventative actions as well as coordinating customer impact assessment.
Respond to production support issues as tickets come in on a prioritized basis, helping the Production Support team maintain Service Levels for responses.
Collaborate with partners across all business functions, levels, and locations.
Demonstrate technical problem-solving skills across a wide variety of platforms to maintain a consistently high level of effective information provided to IS&T partners and to ensure rapid resolution of reported issues.
Monitor corporate ticketing systems to identify emerging issues in the technical environment even if it has not yet been called out.
Develop deep technical and process expertise for products or applications for which you are an SME.
Develop and contribute to team training and documentation for these products to distribute functional knowledge to teammates, while maintaining a database of open production support issues.
Regularly communicate status and next steps to business and product partners.
Actively drive a reduction in aging incidents.
Facilitate post-ops reviews, documenting agenda and minutes timely to find root cause corrective and preventative actions.
Define timelines and action owners and drive a robust follow-through cycle to ensure continuous improvement.
Participate in capital projects, providing input on design and taking an active role in coordinating issue resolution during warranty.
Create and communicate leadership and exec level summaries of high priority incidents.
Represent in the daily operations meeting providing summaries for high priority incidents and tool downtimes.
Assess impact for each incident across RCC, Apple Store Online, and the end customer using internal tools and coordinating data to assist the RCC readiness team with recovery.