Senior Systems Support Analyst, Business Process Reengineering
Hyderabad, Telangana, India
Software and Services
COMPANY OVERVIEW
Apple is a place where extraordinary people gather to do their best work. Just be ready to dream big!
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages 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.
Imaging what you could do here! At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there’s no telling what you could accomplish.
JOB SUMMARY
We are seeking an experienced Senior Systems Support Analyst to be responsible for the overall development and execution of the business support process/crisis management, focused on SAP, Planning, GBI and related boundary systems. This includes working with IS&T applications, infrastructure, business and project teams to do crisis management, follow up on preventive actions, communicate down times, impact assessment, and reporting.
Key Qualifications
- - Candidates should have at least 10 years of experience in production support with strong understanding of Business Process being supported and related systems.
- - Experience in setting up proactive monitoring and alerts mechanisms to identify issues proactively and minimise Business disruption.
- - Ability to manage critical Incidents, support business continuity strategy, have attention to detail, perform root cause analysis and implement permanent solutions. Outstanding troubleshooting, communication, and documentation skills required.
- - Ability to communicate clearly and professionally with our business partners on the status of production issues and resolution strategy. Excellent interpersonal and problem solving skills required to serve diverse customer base and deal effectively with escalating issues.
- - Demonstrate ability to bring in Continuous Improvements in Business Process and Systems. Implement automation around routine/ repeatable tasks.
- - Conceptual understanding of multi-tiered and web-based information systems architecture, infrastructure.
- - 7 - 9 years of overall experience in working with SAP in large cross functional organizations.
- - Ability to navigate, influence and negotiate with all levels of the organization, business, vendors, and cross functional teams. Will require very tight integration with regional production support leads.
- Required Domain & Technical Skills:
- SAP SD/LOG experience and understanding of integration with external systems through EDI and reporting from EDW systems.
- Preferably have experience in Supply Chain domain (OR) Preferably have experience in using/support Planning process or tools.
- Preferably have worked in Service now for Incident management and can build Alerts in Service now, report sin Tableau.
Description
- Partner with Business, IS&T, BPR and other support teams to coordinate and facilitate Incident triage and managing functional escalations. Follow up on issues to ensure that root-cause and corrective action is provided.
Invoke crisis management process for critical incident triage and timely resolution. Act as communication hub, set up and moderate conference calls and send Global Alert.
- Utilize available data to identify and highlight trends/root cause working with IS&T application teams to resolve long term or persistent problems.
- Work with IS&T to provide the required management information on a regular basis indicating performance against agreed KPIs and SLA's to feed into the regular, weekly, monthly, quarterly review. Identify opportunities for improvement to support process, using monthly ticketing reporting.
- Ensure a smooth handover and implementation of new functionality, develop strong working relationships with other application support teams and participate in end-to-end Operations review and data flows across different business areas.
- Ensure early engagement in the application project lifecycle process and collaborate with the project team in defining business support models consistent with defined overall production/application support strategy and approach.
- Provides effective change leadership in driving continuous improvements and innovation in the business focus production support area in the BPR Operations group.
- Support the business activities around New Product Introductions and major events in addition to scalability planning. Lead system scale initiatives to prepare for high volume events and seasonal peaks.
- Recommend tools and/or processes to streamline Incident and Crisis Management processes. Seek out automation opportunities and implement automated solutions around all routine/repeatable tasks.
- Manage downtime communications and business impacts (i.e. infrastructure upgrade, Disaster Recovery activities, application/systems downtime, etc).
Education & Experience
Bachelors degree required:
- 7-10 years experience in leading large global technical projects.
- Bachelor’s degree or equivalent work experience will be considered.
- PMI/PMP certification preferred. Experience with ITIL methodology.
Additional Requirements
- Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.