Retail Online Production Support Analyst

Apple

About The Position

The Retail Online Production Support (ROPS) team within Apple Store Online partners with Apple’s IS&T teams and product owners to resolve incidents, solve complex problems, and support projects and enhancements that meet customer and business needs. The analyst coordinates incident response, facilitates teleconference bridges, engages business users to test hypotheses and potential solutions, and helps coordinate business recovery during high-priority incidents. The role also includes conducting post-incident reviews, documenting root cause analysis, identifying preventive actions, and coordinating customer impact assessments and recovery efforts. The analyst works with business partners, product owners, and technical teams to review incidents and projects and improve the fault tolerance of tools and systems. They use analytical skills to identify issues proactively, deliver operational improvements, contribute technical expertise to cross-functional projects, and create leadership and executive summaries for high-priority incidents. The position may require occasional weekend and holiday coverage, including during product launches and events.

Requirements

At least 3 years of experience providing production support for internal customers or partner teams.
A passion for solving complex problems and creating innovative solutions.
Ability to communicate with and influence people at all organizational levels, adapting communication to audiences with varying levels of technical comprehension.
Demonstrated capabilities and understanding of ITIL or similar IT Service Management models.
Hands-on experience supporting telephony, network, contact center, and/or e-commerce solutions.
Advanced analytical proficiency applied to solving support issues.
Hands-on experience with ServiceNow or a similar ticketing system.
Ability to understand and explain complex business processes, systems, and tools, including upstream and downstream impacts.
Curiosity, a desire for continuous improvement, and an ability to navigate adversity.

Nice To Haves

Experience with SAP modules such as S/4HANA or ECC in a support or implementation capacity.
Proficiency in extracting, transforming, and loading data from SAP systems for AI/ML initiatives.
Familiarity with AI/ML concepts and their application in business process optimization or predictive analytics.
Understanding of machine learning frameworks such as TensorFlow or PyTorch and their integration with enterprise systems.
Ability to use AI/ML tools and techniques to enhance incident resolution and proactive problem identification.

Responsibilities

Facilitate teleconference bridges to drive incidents to rapid resolution.
Engage affected business users to test hypotheses and potential solutions.
Conduct post-incident reviews, document root cause analysis, and identify and implement actions to prevent recurrence.
Coordinate customer impact assessments and recovery efforts.
During P1 or P0 incidents, coordinate IS&T problem-solving and business recovery tactics.
Host recurring reviews with business partners, product owners, and technical teams, focusing on recent incidents and projects.
Drive changes that improve fault tolerance in tools and systems.
Use analytical skills to identify issues proactively before they are reported by business partners or customers.
Participate in cross-functional project teams, representing ROPS and contributing technical expertise to implement new solutions and enhance existing ones.
Build and maintain productive working relationships with internal customers and business partners.
Use data analysis to identify emerging trends and deliver operational improvements, such as reducing incident occurrence and ticket duration.
Create and distribute leadership and executive-level summaries for high-priority incidents.
Provide occasional weekend and holiday support coverage, including for new product launches and events requiring heightened support.