Retail Online Production Support Analyst

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Are you passionate about the pursuit of excellence? As a Retail Online Production Support Analyst you will join a worldwide team of Support Analysts to ensure a seamless customer journey on our front facing tools, and ever-improving platform experience for our Specialists in Retail Customer Care (RCC), and for all the personnel throughout Apple Store Online.

**Description**

When P1 or P0 incidents are raised, you coordinate both IS&T problem-solving functions as well as in-the-moment business recovery tactics - simultaneously! Facilitate teleconference bridges to drive to rapid resolution, and bring in affected business users to test hypotheses and potential solutions. Maintain communication efforts to alert the broader business as well as executive team members. Facilitate after-action reviews, documenting root cause analysis and preventative actions as well as coordinating customer impact assessment. The ability to multitask, stay calm and focused in a pressurised environment is necessary. ","responsibilities":"Respond to production support issues as tickets come in on prioritised basis, helping Production Support team maintain Service Levels for responses

Collaborate with partners across all business functions, levels and locations

Demonstrate technical problem solving skills across a wide variety of platforms in order to maintain consistently high level of effective information provided to our IS&T partners and to ensure rapid resolution of reported issues

Monitor corporate ticketing systems to identify emerging issues in our technical environment even if it has not yet been called out to us.

Develop deep technical and process expertise for products or applications for which you are an SME. Develop and contribute team training and documentation for these products to distribute functional knowledge to your teammates, while maintaining a database of open production support issues

Regularly communicate status and next steps to your business and product partners

Actively drive a reduction in ageing incidents

Facilitate post-ops reviews, documenting agenda and minutes timely to find root cause corrective and preventative actions. Define timelines and action owners and drive a robust follow-through cycle to ensure continuous improvement

Participate in capital projects, providing input on design and taking an active role in co-ordinating issue resolution during warranty

Create and communicate leadership and exec level summaries of high priority incidents

Represent in the daily operations meeting providing summaries for high priority incidents and tool downtimes

Assess impact for each incident across RCC, Apple Store Online and the end customer using internal tools and co-ordinating data to assist RCC readiness team with recovery

**Preferred Qualifications**

Experience performing production support for internal customers or for partner teams is preferred

Superb communication skills (written, verbal, and presentation) and previous experience communicating with senior leadership team is advantageous

Record of participating on technical teams, delivering high-quality results on time, and taking ownership of issues and tasks

Experience collaborating with appropriate support teams (Apple IS&T, business partners, or third party providers) to assess critical issues and assign correct prioritisation based on business impact

Ability to collaborate cross-functionally to translate business needs into actionable technical solutions

Passion for innovation, curiosity, and a willingness to work in a fast-paced, dynamic environment

**Minimum Qualifications**

Available to work weekends to cover critical shifts

Ability to work non-standard hours and holidays

Proven track record of resourcefulness in finding technical root causes, fault isolation techniques and pursuit of resolution and long term prevention

Passion for solving problems, a high degree of prioritisation, organisation, follow-through, and the ability to communicate effectively with people of various technical proficiencies","internalDetails":null,"eeoContent":null