Apple is looking to resolve technical and non-technical issues on their manufacturing data platform, requiring independent ownership and cross-functional collaboration to ensure system availability and support critical business decisions.
Requirements
- 5+ years of experience working in L2/L3 support on large enterprise applications with advanced troubleshooting and root cause analysis across multiple technologies.
- Exposure to cloud technologies.
- Programming work experience in writing complex Sql to extract Data from a large Databases.
- Python Scripting experience.
- Working knowledge on Linux Operating System and Unix/Shell Scripting.
- Experience with Tableau (or other similar reporting tools) for data Visualisation and reporting.
Responsibilities
- Resolve technical and non-technical issues through tickets, from understanding user problems to giving solutions and documenting root cause analysis.
- Identify and guide teams to understand users issue and help teams come up with solutions to address the concern.
- Collaborate with cross functional teams to fix issues like bugs and data quality.
- L2/L3 support on large enterprise applications with advance troubleshooting and root cause analysis.
- Analyze and interpret data to support business in decision-making, ensuring data accuracy and integrity.
- Performs requirements gathering for overall improvement of platform.
- Creates documentation for SOPs and process flows.
Other
- Effectively communicate to both technical and non-technical customers the progress of the ticket.
- Ensure customer success through timely issue resolution, providing positive customer impact and experience.
- Customer-oriented mindset with a focus on delivering quality support and ensuring high customer satisfaction
- Interact with end-users to understand, clarify, and document issues, as well as to provide updates on issue resolution progress.
- Excellent communication skills to convey technical information to both technical and non-technical stakeholders.
