AMR Retail Online Production Support Analyst
Apply NowCompany: Apple
Location: Austin, TX 78745
Description:
Summary
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.
Description
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
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.
Description
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