WW Ops BPR: Tech Lead (Web Applications), Business Process Reengineering

Posted: Nov 10, 2023

Role Number:200515309

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 Web Applications Support Lead 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 proven track record in production support with solid 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. Experience in working in a Global Support model.
- Ability to handle critical Incidents, support business continuity strategy, have attention to detail, perform root cause analysis and implement permanent solutions. Outstanding problem solving, 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.
- Setting up and running a Support Organisation which includes all the levels of Support ( L1, L2 & L3). Past experience mentoring junior team members, promoting balanced team culture and supporting career growth of team members.
- Experience in building strong partnerships with product owners, cross-function partners and business collaborators, and demonstrating an ability to influence, resolve conflicts, and drive results. Good interpersonal and problem solving skills required. Ability to provide process improvements and process documentations.
Required Domain & Technical Skills:
Deep understanding of multi-tiered Web Application systems- Development & Maintenance (Java/PHP based) and related infrastructure support. Deep understanding of DevOps tools & processes to manage Application releases.
Good understanding of setting up and using Observability tools for monitoring & troubleshooting
Technical experience with software development and a strong grasp of computer science fundamentals. Strong understanding of the Software Development Lifecycle and Development methodologies.
Preferably have experience in Supply Chain domain
Preferably have worked in Service now for Incident management and can build reporting & Alerts in Service now

Description

- Partner with Business, IS&T, BPR, Development and other support teams to coordinate and facilitate Incident triage and managing functional issues. Solve 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. - Setup a Multi-Tier support model and ensure timely resolution of issues. - Management reporting on a regular basis indicating performance against agreed critical metrics and SLAs. Find opportunities for improvement to support process, using monthly ticketing reporting. - Ensure a smooth handover and implementation of new functionality, develop strong working relationships with Development team and 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 managing large global technical projects Bachelor’s degree in Computer Sciences or equivalent 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.