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Apple Retail Online Production Support Analyst Ireland, Cork 275578303
12.09.2024
Description
Other responsibilities include: - Demonstrate technical problem solving skills across a wide variety of platforms in order to maintain consistently high level of effective information provided to our IS&T partners and to ensure rapid resolution of reported issues- Monitor corporate ticketing systems to identify emerging issues in our technical environment even if it has not yet been called out to us.- Actively drive a reduction in ageing incidents - Facilitate post-ops reviews, documenting agenda and minutes timely to find root cause corrective and preventative actions. Define timelines and action owners and drive a robust follow-through cycle to ensure continuous improvement- Participate in capital projects, providing input on design and taking an active role in designing the cutover and implementation of support strategies- Create and communicate leadership and exec level summaries of high priority incidents - Represent in the daily operations meeting providing summaries for high priority incidents and tool downtimes
Minimum Qualifications
- Available to work weekends to cover critical shifts.
- Ability to work non-standard hours and holidays
Preferred Qualifications
- Experience performing production support for internal customers or for partner teams is preferred
- Proven track record of resourcefulness in finding technical root causes, fault isolation techniques and pursuit of resolution and long term prevention
- Passion for solving problems, a high degree of organization, follow-through, and the ability to communicate effectively with people of various technical proficiencies
- Expertise and experience in areas of Technical Helpline, Networking (Infrastructure Operations) or an IS&T discipline is desirable
- Demonstrated capabilities and understanding of ITIL or similar models of IT service management
- Superb communication skills (written, verbal, and presentation) working with personnel from all levels of an organization, previous experience of communication with Senior leadership team is advantageous
- You have a record of participating on technical teams, delivering high-quality results on time, and taking ownership of issues and tasks
- You're a creative problem-solver, a dedicated worker; you are well-organised and eager to go above and beyond to get the job done
- Ability to drive results autonomously and through partner teams
- Collaborate with appropriate support teams (Apple IS&T, business partners, or third party providers) to assess critical issues and assign correct prioritisation based on business impact
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