Summary

　　Posted: Nov 29, 2023

　　Weekly Hours: 40

　　Role Number:200519342

　　Imagine what you could do here. At Apple, we believe new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don't just create products - they create 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. Join Apple, and help us leave the world better than we found it.

　　Key Qualifications

　　Key Qualifications

　　Candidates should have 5-10 years of experience in Enterprise Application production support with strong understanding of Operations Business Process and Systems 5+ years job experience as a support professional in global organizations. Excellent project management skills, experience working in a matrix organization Work in strategic, tactical, and operational capacity to improve quality and speed of Application Support Experienced delivering Application Support to Key Performance Metrics and SLA's Proven Expertise in Operations Order to Cash process and systems Proven Expertise in Operations Plan to Manufacture processes and systems Proven Experience with SAP ECC 6, Business Intelligence, AI/ML technologies Experience in setting up proactive monitoring and alerts mechanisms to identify issues proactively and minimise Business disruption. Ability to manage critical Incidents, support business continuity strategy, have attention to detail, perform root cause analysis and implement permanent solutions. Outstanding troubleshooting, communication, and documentation skills required. Ability to communicate clearly and professionally with 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. Conceptual understanding of multi-tiered and web-based information systems architecture, infrastructure. Ability to navigate, influence and negotiate with all levels of the organization, business, vendors, and cross functional teams. Will require very tight integration with regional production support leads. Proven Experience in working in both cross functional and global contexts Excellent verbal and written communication skills, attention to detail and the ability to communicate at all organizational levels. Customer Focused: Passionate about the customer experience and what can be down to Exec Presence - proven ability to effectively and succinctly present complex topics, initiatives, post-mortem, proposals to a diverse leadership audience Problem Solving techniques for issue resolution Service now and IVR technology experience a plus

　　Description

　　Description

　　Apple Operations and Supply Chain delivers to customer promise with revolutionary precision, accuracy and at an immense scale. At the heart of that revolution precision, accuracy and scale are best in class processes and systems. As WW Biz Ops Support Analyst you will be focused on ensuring Operations Systems are sustainable, scalable, achieve optimal performance and enable our functional business team to deliver Apple's customer commitment. You will be responsible for the overall development and execution of the business support process/crisis management, for IS&T and Ops owned 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. Responsibilities Downtime Management - Collaborate with IS&T and business teams to: Maintain a detailed Systems Downtime Calendar Execute a detailed business impact assessment of all Systems Downtimes in collaboration with regional BPR and business teams Communicate Systems Downtimes to all impacted stakeholders in a timely and clear manner Ops Sustaining Systems Support Incident Management Triage incidents that impact Operations, customers, and other stakeholders and disrupts the business activities. Processes and Systems including: Partner with Business, IS&T, BPR and other support teams to coordinate and facilitate Incident triage and managing functional escalations. Follow up on 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. Incident identification - identifying incidents as early as possible to minimize business impacts Impact Assessment - completing thorough and timely business impact assessments Triage and root cause analysis - collaborate with IS&T and business teams to effectively triage issues Mitigation - collaborate with IS&T and business teams to ensure timely mitigations/fixes are deployed to minimize any business impact Recovery - collaborate with IS&T and business teams to plan and execute recovery strategies to ensure minimal customer and business impact Communications - ensure all of the above steps are effectively communicated to impacted stakeholders Permanent Resolution - collaborate with IS&T to ensure permanent fixes are deployed for all incidents that impact WW Operations Processes and Systems Partner with Business, IS&T, BPR and other support teams to coordinate and facilitate Incident triage and managing functional escalations. Follow up on 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. Quarterly Business Reviews and Analytics Utilize available data to identify and highlight trends/root cause working with IS&T application teams to resolve long term or persistent problems. Work with IS&T to provide the required management information on a regular basis indicating performance against agreed KPIs and SLA's to feed into the regular, weekly, monthly, quarterly review. Identify opportunities for improvement to support process, using monthly ticketing reporting Capability Handover Ensure a smooth handover and implementation of new functionality, develop strong working relationships with 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. 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. Tier 1+2 Support of in-house development applications including: Incident Management - Incident Identification, Impact Assessment, Triage Mitigation, Recovery, Comms and permanent Resolution (as described above) Analytics - preparation of Applications Analytics - including monthly and quarterly trend analysis

　　Education & Experience

　　Education & Experience

　　Masters or Bachelor's degree or equivalent in an Engineering, Computer Science or Supply Chain Discipline PMI/PMP certification preferred Certifications in SAP ECC and S/4HANA desirable Experience with ITIL methodology 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.

　　Additional Requirements

　　Additional Requirements

　　Pay & Benefits

　　Pay & Benefits

　　At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $136,500 and $205,800, and your base pay will depend on your skills, qualifications, experience, and location.

　　Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.

　　Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.