PAC Retail Online Production Support Analyst

ry 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

Preferred Qualifications
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.

Minimum Qualifications
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.

Apple is an equal opportunity employer that is committed to inclusion and diversity, and thus we treat all applicants fairly and equally. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.