PAC Retail Online Production Support Analyst
Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
The Retail Online Production Support (ROPS) team within Apple Store Online (ASO) partners with Apple’s IS&T teams and product owners to drive incident resolution, solve complex problems, and support projects and enhancements to meet growing customer and business needs. You will possess a high degree of organization and follow-through, and be able to communicate effectively across a variety of disciplines, teams, and levels of technical aptitude. You will facilitate teleconference bridges to drive incidents to rapid resolution, and bring in affected business users to test hypotheses and potential solutions. You will conduct post ops reviews, documenting Root Cause Analysis (RCA), and identifying and implementing actions to prevent recurrence as well as coordinating customer impact assessments and recovery efforts.
When P1 or P0 incidents are raised, you will provide support coverage, coordinating both IS&T problem-solving functions as well as in-the-moment business recovery tactics simultaneously. You will host recurring reviews with business partners, product owners, and technical teams, focusing on recent incidents and projects, while driving change to build additional fault tolerance within our tools and systems. Your exceptional analytical skills will support proactive identification of issues before being reported by our business partners or customers.
Responsibilities:
Deepen subject matter expertise through personal and professional development and in-the-moment support experiences
Participate in cross-functional project teams by representing ROPS and sharing your technical expertise to implement new solutions and enhance existing solutions
Build and maintain productive working relationships with internal customers and business partners
Apply data analytical skillset to identify emerging trends and to deliver operational improvements (reduced incident occurrence, decreased ticket duration, etc)
Create and distribute leadership and executive level summaries for high priority incidents
- 3+ years of experience providing production support for internal customers or partner teams
- A keen passion for solving complex problems and creating innovative solutions
- Demonstrated ability to communicate with and influence at all levels of an organization, including catering communications to audiences of varying technical comprehension.
- Ability to occasionally work weekends and holidays to provide critical support coverage, including new product launches and events requiring heightened support.
- Experience with SAP modules (e.g., S/4HANA, ECC) in a support or implementation capacity and Proficiency in data extraction, transformation, and loading (ETL) processes from SAP systems for AI/ML initiatives.
- Familiarity with AI/ML concepts and their application in business process optimization or predictive analytics and Understanding of machine learning frameworks (e.g., TensorFlow, PyTorch) and their integration with enterprise systems.
- Ability to leverage AI/ML tools and techniques to enhance incident resolution and proactive problem identification.
- Demonstrated capabilities and understanding of ITIL or similar models of IT Service Management (ITSM)
- Hands-on experience supporting telephony, network, contact center and/or and e-commerce solutions.
- Established proficiency in applying advanced analytical proficiency to solve support issues
- Hands-on experience with ServiceNow or a similar ticketing system
- Demonstrated ability to understand and explain complex business processes, systems, and tools with a focus on upstream/downstream impacts.
- Curiosity, a desire for continuous improvement, and an ability to navigate through adversity.