Worldwide Business Operations Support Analyst

Summary

Posted: Nov 14, 2024

Weekly Hours: 40

Role Number:200578353

Imagine what you could do here. At Apple, we believe new ideas can quickly transform into phenomenal products, services and experiences that delight our customers. Bring passion and dedication to your work and the possibilities are endless. Apple Operations and Supply Chain drives an unparalleled level of precision, accuracy and scale to fulfill our promise to customers. At the core of this mission are best-in-class processes and systems. As a Worldwide Business Operations Support Analyst, your focus will be to maintain sustainable, scalable and high-performance operations systems that enable our business teams to fulfill Apple’s customer commitments.

Description

You will lead and execute the development and support processes for IS&T and Ops-owned systems, including crisis management, preventive action follow-ups, and clear communication of downtimes and impact assessments. RESPONSIBILITIES – Maintain a comprehensive systems downtime calendar. – Collaborate with regional BPR and business teams to assess and communicate the impact of downtimes. – Manage incidents impacting operations, customers, and stakeholders. – Coordinate with Business, IS&T, BPR, and support teams to triage incidents, handle partner concerns, and ensure root-cause analysis and corrective actions are provided. – Lead critical incident triage and coordinate timely resolutions. – Act as the primary communication hub, organizing conference calls and sending global alerts as needed. – Identify trends and root causes, working with IS&T to resolve long-term or persistent issues. – Support regular performance reviews by providing management information on KPIs and SLAs. – Ensure smooth transitions of new functionalities, collaborating with project teams and support teams on end-to-end reviews and support model definitions. – Drive improvements in incident and crisis management processes. – Identify automation opportunities to streamline routine tasks.

Minimum Qualifications

• 5–10 years in enterprise application production support with a solid grasp of business process operations and systems.
• Bachelor’s or Master’s degree in Engineering, Computer Science or a related field
• Superb communication skills to inform business partners on production issues and resolution strategies.

Preferred Qualifications

• Support Quality & Speed: Proven ability to improve application support processes across strategic, tactical, and operational levels.
• Monitoring & Alerting: Experienced in setting up proactive monitoring and alerts to identify issues early and minimize business disruption.
• Incident Management: Expertise in critical incident management, business continuity, and root cause analysis for sustainable resolutions.
• Interpersonal Skills: Ability to serve a diverse customer base and handle advancing issues effectively.
• Process Improvement: Track record of implementing continuous improvements and automating routine tasks.
• Systems Architecture: Strong conceptual understanding of multi-tiered, web-based information systems infrastructure.
• Multi-functional & Global Collaboration: Demonstrable experience navigating, influencing, and negotiating across various organizational levels.
• Executive Presence: Ability to communicate complex topics succinctly to diverse leadership audiences.
• Operational Expertise: Strong knowledge of Order-to-Cash and Plan-to-Manufacture processes and systems.
• Technical Skills: Proficiency with SAP ECC 6, Business Intelligence, and AI/ML technologies.
• Additional Skills: Familiarity with ServiceNow and IVR technology is a plus.
• PMI/PMP certification
• SAP ECC and S/4HANA certifications
• Familiarity with ITIL methodology