Worldwide Business Operations Support Analyst

Full-time

Austin, TX

Computer and Electronic Product Manufacturing

About the position

As a Worldwide Business Operations Support Analyst at Apple, you will be responsible for maintaining and enhancing operations systems that support the company's commitment to customer satisfaction. This role involves leading the development and support processes for IS&T and Operations-owned systems, ensuring effective crisis management, and facilitating clear communication regarding system downtimes and their impacts. Your work will be crucial in driving improvements in incident management and operational efficiency.

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.

Requirements

• 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.

Nice-to-haves

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

Benefits

• Equal opportunity employer committed to inclusion and diversity.