Apple Hiring for Retail Online Production Support Analyst Job at Cork Full Time

• Respond to production support issues raised on overview central ensuring Production Support team maintain Service Levels for responses.
• Demonstrate technical troubleshooting skills across a wide variety of platforms in order to maintain consistently high level of effective information which will be shared with both business/IS&T partners and to ensure rapid resolution.
• Monitor relevant SLACK channels to identify emerging technical issues into yet escalated by business partners. Liaise with relevant teams when appropriate to offer assistance in follow-through or business alerts.
• Develop and contribute to team training and documentation for these products to distribute functional knowledge to your WW teammates.
• Maintain database of open production support issues for the platforms for which you are a SME.
• Regularly communicate status and next steps to your business and product collaborators. Lead regularly scheduled production support reviews with IS&T teams and invite business partners to participate.
• Drive P1 (/P0) process for high priority issues, coordinating across business and IS&T teams to identify resolution in rapid timeframe. Coordinate business recovery efforts with RCC/Retail Online leaders and SMEs to minimize corporate and customer impact while the issue is occurring. Maintain regular communication to broad business distribution and focused updates to executive collaborators.
• Facilitate post-ops review for high-priority issues to assess what went wrong and what is needed to prevent recurrence. Lead the follow up with partner teams to ensure preventive steps are taken, and continue to communicate to audience until all actions are completed. Implement closed-loop continuous improvement cycle.
• Experience of Data Analysis, Technical troubleshooting, knowledge of Tableau and Excel.
• Teammate with a “hands-on” and “can do” attitude that can influence through collaboration and leaderships.
• Being able to work effectively with other teams and takin them along the journey is critical.
• Analytical, curious and creative approach!
• Cut through ambiguity and be able to find a path or solution rather than waiting or deferring responsibility. Excellent and a keen eye for detail should be a habit.
• Experience in analytics and comfortable with large data sets, excellent communications and presentation skills

Develop, maintain, and own robust reporting key performance indicator’s that help to guide the ROPs team and measure health of the business. Expert in taking complex data and helping to make it easily understood for business and technical teams. Understanding of how to build business reasons and defining how large/small a problem is. Understanding and ability to deep dive operational data, identify trends & make recommendations to peers and leadership. Handle incoming production support incidents raised by RCC or Retail Online. Perform triage steps to verify the issue and drive multi-functional teams to fault isolation. Collaborate with appropriate support teams (Apple IS&T, business partners, or third party providers). Assess critical issues and assign correct prioritisation based on business impact. Handling ageing incidents within define timeframe. Co-ordinate with IS&T on timely problem-solving as well as in-the-moment business recovery tactics — simultaneously. Facilitate teleconference bridges to drive rapid resolution, and bring in affected business users to test hypotheses and potential solutions. Maintain accountability and drive communication efforts to alert the broader business and executive team members. Facilitate post-ops reviews, documenting agenda and minutes to find root cause corrective and preventative actions. Define timelines and action owners and drive a robust follow-through cycle to ensure continuous improvement. Develop and demonstrate Subject Matter Expertise on one or more product/platforms. In this capacity, you may be called upon to participate in capital projects, providing input on design, possibly participating in User Acceptance Testing (UAT), and taking an active role in designing the cutover, implementation, and support strategies.