Technical IT Analyst

Singapore, Singapore, Singapore
Not Available

Summary

Posted: 28 Oct 2018
Weekly Hours: 40
Role Number: 200003339
We’re a diverse collection of thinkers and doers, continually reimagining our products, systems, and practices to help people do what they love in new ways. This is a deeply reciprocal place, where everything we build is the result of people in different roles and teams working together to make each other’s ideas stronger. That same real passion for innovation that goes into our products also applies to our practices, strengthening our dedication to leave the world better than we found it. We are looking for a passionate individual to join the APAC Customer Systems team, partnering with highly skilled global and regional colleagues, in a dynamic and exciting environment.

Key Qualifications

  • Demonstrable experience in Operational support, preferably in a Contact Center or Service Management environment
  • Experience working with object-oriented programming (Java EE) and web technologies, Service Oriented Architectures and RESTFul services
  • Understanding of deployment landscape and DevOps
  • Familiar with application monitoring tools such as ExtraHop or Splunk
  • Working knowledge of CRM, SQL & NoSQL databases
  • Experience working in a large global enterprise, across multiple timezones and geographies
  • Demonstrated leadership and grace under pressure, with the ability to prioritise and bring focus to the team
  • Solid ability to partner cross functionally with both technical and non-technical teams
  • Knowledge of Service Management processes is desirable
  • Knowledge of Genesys or other Contact Center solutions is an advantage
  • Familiarity with Mac and macOS is desirable
  • Fluent in English and Mandarin to support language speaking countries

Description

The Information Systems & Technology (IS&T) Customer Systems team delivers many of the global applications and technologies used in Apple’s sites. Key solutions include CRM, telephony and call routing, chat, email and task routing, learning management system as well as service and repair case management. Overview of the Role -The role is based in Apple Singapore office. -You will be experienced in the Operational support, demonstrate leadership and composure under pressure, and be a champion for Operational excellence and customer experience. -In collaboration with global IS&T operations and support teams, this role will provide incident management, event management and coordinate remediation plans under a global follow-the-sun model. -Potentially lead the design to deployment phases of selected projects, where there is a match in skills and project requirements. Responsibilities Include : • Coordinating and providing leadership for critical (P0/P1) issues on key applications during APAC business day under follow the sun model. Engaging the necessary support teams, facilitating multi-functional collaboration, working towards mitigation, and communicating to management and business partners. • Coordinating with global Operations partners to ensure continuity of support and issue resolution where high impact issues span business hours of other regions (EMEIA, AMR). • Acting as a business escalation point for the resolution of production issues. • Driving root cause identification and problem resolution for production issues. Facilitating and tracking multi-functional efforts in line with Customer Systems Problem Management process. • Fostering process and technology improvements for global Customer Systems applications to improve Operational excellence. • Coordinating Customer Systems support activities and communication for major business events in Asia Pacific. • Representing Asia Pacific in global IS&T and business forums. • Significant role in projects involving infrastructure, environment, system upgrades / changes and performance tests. • Lead the design to deployment phases of selected projects.

Education & Experience

• Bachelor’s Degree in Engineering / Computer Science / Information Technology or Equivalent

Additional Requirements

  • Key Attributes :
  • • Excellent social, communication and influencing skills across diverse cultures
  • • Strong analytical and problem solving skills
  • • Accountable and committed to task
  • • Ability to multi-task and prioritise
  • • Independent, motivated and dedicated leader