Retail Online Production Support Analyst

at  Apple

SUMMARY

Posted: 6 Sep 2024
Role Number:200566667
The people here at Apple don’t just build products - we craft the kind of wonder that has revolutionised 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 and ever-improving platform experience for our Specialists in Retail Customer Care (RCC), and for all the personnel throughout Apple Retail Online. This is a hybrid position located on-site at the Cork campus.

DESCRIPTION

When P1 or P0 incidents are raised, you coordinate both IS&T problem-solving functions as well as in-the-moment business recovery tactics - simultaneously! 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 (RCA, potential preventive steps that need to be implemented as well as coordinating customer impact assessment and recovery. Other responsibilities include: - Respond to production support issues as tickets come in on prioritised basis, helping 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 in order to maintain consistently high level of effective information provided to our IS&T partners and to ensure rapid resolution of reported issues - Monitor corporate ticketing systems to identify emerging issues in our technical environment even if it has not yet been called out to us. - Develop deep technical and process expertise for products or applications for which you are an SME. Develop and contribute team training and documentation for these products to distribute functional knowledge to your teammates, while maintaining a database of open production support issues - Regularly communicate status and next steps to your business and product partners - Actively drive a reduction in ageing 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 designing the cutover and implementation of support strategies - 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, Retail Online and the end customer using internal tools and co-ordinating data to assist RCC readiness team with recovery

• Available to work weekends to cover critical shifts.Ability to work non-standard hours and holidays

PREFERRED QUALIFICATIONS

• Experience performing production support for internal customers or for partner teams is preferred
• 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 organization, follow-through, and the ability to communicate effectively with people of various technical proficiencies
• Expertise and experience in areas of Technical Helpline, Networking (Infrastructure Operations) or an IS&T discipline is desirable
• 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, previous experience of communication with Senior leadership team is advantageous
• You have a record of participating on technical teams, delivering high-quality results on time, and taking ownership of issues and tasks
• You’re a creative problem-solver, a dedicated worker; you are well-organised and eager to go above and beyond to get the job done
• Ability to drive results autonomously and through partner teams
• Collaborate with appropriate support teams (Apple IS&T, business partners, or third party providers) to assess critical issues and assign correct prioritisation based on business impact

• Available to work weekends to cover critical shifts.Ability to work non-standard hours and holiday