Detecting and resolving issues that impact Apple's global retail environment and enhancing product delivery and customer support.
Requirements
- Hands-on experience with incident management tools such as ServiceNow or Jira.
- Proven problem-solving ability and experience identifying root causes from diverse data sources (logs, telemetry, customer feedback).
- Experience with data visualization and analysis tools such as Tableau or Power BI.
- Experience with monitoring tools (e.g., Splunk), Application Performance Management (APM), and observability platforms.
- Proficiency in ITIL practices, including incident, problem, and change management.
- Familiarity with Project Management principles, including Agile methodology and D2P (Development to Production) processes.
- Previous experience supporting eCommerce platforms or Retail/Payment systems.
Responsibilities
- Handling and debugging incidents reported by an international user base, prioritizing based on impact, and ensuring timely resolution.
- Leading and contributing to the development of functional requirements, technical specifications, and support documentation for automation and process improvements.
- Conducting root cause analysis, logging defects, and collaborating with engineering & leadership teams to prioritize fixes.
- Assisting with the support strategy for new product and feature launches.
- Collaborating on cross-functional process enhancements to improve efficiency and service quality.
- Participating in an on-call rotation to support applications and services, which may include non-standard hours and weekend coverage.
- Diagnosing and resolving critical incidents while partnering with engineering teams to enhance product delivery and customer support.
Other
- 4+ years of experience supporting critical, customer-facing systems in a production environment.
- Managing and leading a global team of consultants across the US, India, Singapore and the UK to ensure effective execution of the support functions.
- Collaborate closely with engineers from various technical backgrounds to resolve issues across Apple’s retail applications.
- As a hands-on, proactive problem solver, you will challenge the status quo, continuously learn, and strive for excellence in every aspect of your work.
- Prior experience in Retail environments or supporting retail applications is highly advantageous.
