Technical Analyst - Enterprise Technology Services

Apple

16h•Hybrid

About The Position

Enterprise Technology Services (ETS) is part of IS&T and delivers global-scale platforms and services that keep Apple's operations secure and running. The team manages identity, device security, and anti-abuse platforms — covering everything from manufacturing and repairs to software updates and activations. ETS also oversees supply chain, manufacturing, and partner integration platforms, protecting data on more than 2.5 billion devices worldwide. And when Apple prepares for a global product launch, ETS owns the systems that ramp factory production managing serial numbers, network credentials, and verified software. The Insight team runs one of Apple's most critical Big Data ecosystems — a multi-petabyte, highly-available infrastructure that underpins manufacturing operations for every Apple product, globally. Every iPhone, iPad, iWatch and Mac has touched our systems. We are building a new EMEA operational team in Cork—not only as an extension of our US/India/China operations, but also a team with its own identity, perspective, and contribution to how Insight runs at global scale. This is a new regional team being built from the ground up, and the people who join early will help shape what it becomes. This Technical Analyst role is one of those foundational positions. It sits at the intersection of customer experience, data, and operational improvement — supporting the internal Apple teams and external manufacturing partners who depend on our platform to make critical business decisions every day. It is a role defined by the breadth of what it touches. You will develop a deep understanding of Apple's manufacturing data ecosystem, build trusted relationships across global teams, and over time, open doors to many directions within Apple engineering, program management, data, operations, and beyond. If you are intellectually curious, technically capable, and want to learn how Apple's supply chain works from the inside, this is an exceptional place to start.

Requirements

Proven experience in a technical support, business analysis, or data analyst role within a large-scale enterprise environment — L2/L3 support experience is a strong indicator
Good SQL skills and experience preparing reports and analysis using Excel or equivalent tools — able to write complex queries against large datasets, and translate findings into clear, structured outputs for business stakeholders
Clear, confident communication — written and verbal — with the ability to adapt your message for technical engineers, operational stakeholders, and senior business leaders equally
Analytical mindset: able to take incomplete or ambiguous information, form a structured hypothesis, and drive toward a conclusion.

Nice To Haves

Experience with data visualization tools — Tableau, Grafana, or equivalent — for producing operational dashboards and business reporting
Python scripting experience for data extraction, automation, or investigation workflows
Familiarity with big data, distributed systems, or cloud platforms — exposure to technologies such as Kafka, Elasticsearch, Druid, AWS, or GCP; a basic understanding of how data moves and is stored at scale is sufficient
Demonstrated use of AI tools in day-to-day work — using LLMs, AI-assisted development, or automation tools to improve the quality and speed of your output; comfort with AI as a working practice, not just an awareness of it.
Experience with AI agent design or agentic workflow patterns is a significant advantage — this team is building operational practices where intelligent automation is a first-class capability
Exposure to or experience supporting API integrations and MCP (Model Context Protocol) implementations — familiarity with how modern services and AI tooling communicate at an integration level is increasingly relevant to how this platform evolves
BS or MS in Computer Science, Information Systems, Data Science, or a related discipline; equivalent professional experience will be fully considered

Responsibilities

Own the end-to-end lifecycle of support requests — from understanding the end user's problem, through investigation and root cause analysis, to resolution and clear documentation that leaves the system better than you found it
Communicate with confidence across a diverse customer base — internal Apple engineering and operations teams, as well as external manufacturing partners — translating technical findings into clear, actionable information for audiences at every level
Lead through ambiguity: take ownership of complex, cross-functional issues on a large-scale data platform and drive them forward even when the full picture is not immediately clear; teams across the organization rely on the clarity and direction you provide
Identify patterns across issues — surface systemic weaknesses, data quality problems, and recurring failure modes, and work with internal DevOps/SRE and engineering teams to address root causes rather than symptoms.
Analyze and interpret data to support business decision-making, ensuring accuracy and integrity at every step; prepare clear reports and visualizations that give stakeholders genuine insight
Conduct requirements gathering and contribute to platform improvement initiatives — you will interact directly with customers to understand their workflows, frustrations, and unmet needs
Create and maintain documentation: SOPs, process flows, and knowledge base content that raises the baseline capability of the whole team
Collaborate with testing and engineering teams on UAT, release validation, and feature feedback cycles — your customer proximity makes you a critical voice in how the platform evolves
Contribute to a culture of continuous improvement — bring data, observations, and hypotheses to the team with the confidence to challenge what is not working