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Apple

AMR Retail Online Production Support Manager

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Austin, Texas, United States

2d ago
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Job Description

Description

Description
When P1 or P0 incidents are raised, you will lead your team to provide support responsibilities, coordinating both IS&T problem-solving functions as well as in-the-moment business recovery tactics simultaneously. You will host recurring reviews with business partners, product owners, and technical teams, focusing on recent incidents and projects, while leading change to build additional fault tolerance within our tools and systems. Your exceptional analytical skills will lead the organization to proactively identify issues before being reported by our business partners, providing team leadership to identify emerging trends and coordinating necessary resources to solve such issues. RESPONSIBILITIES: - Engage in teleconference bridges with your team to drive rapid incident resolution, and bring in affected business users to test hypotheses and potential solutions. - Deepen expertise within the Production Support team by encouraging the building and fostering of relationships with partner, collaborator, and technical teams. - Manage your team with mentoring and development as a focus, whether via time dedicated to professional development or real-time as learning and development situations occur. Audit your team’s performance and course correct when needed. - Use data to tell a story, provide insight into emerging challenges, and lead the implementation of related changes to continually improve the team’s ability to better serve our customers and business partners. - Develop processes and management systems to ensure visibility, understanding of, and follow-through across all aspects of the team. - Ability to occasionally work outside of typical AMR business hours to support product launches and other events requiring heightened support

Minimum Qualifications

Minimum Qualifications
  • Experience managing or acting as a team lead within a technical team in a production support or internal help desk organization.
  • 7 years of relevant Technical Work Experience.
  • Superb communication skills using verbal, written, and presentation-focused methods, including the ability to communicate technical concepts to audiences of varying technical comprehension.
  • Demonstrated analytical ability to drive service recovery, incident resolution, and systematic improvements for our business partners.

Key Qualifications

Key Qualifications

Preferred Qualifications

Preferred Qualifications
  • 3 Years of leadership experience supporting contact center and e-commerce technical solutions
  • Hands-on experience with ServiceNow or a similar ticketing system
  • Familiar with/certified within ITIL or similar Information Technology Service Management (ITSM) frameworks
  • An eagerness to learn and apply new technologies to introduce additional efficiencies within the team
  • BS/BA degree or higher in a relevant course of study

Education & Experience

Education & Experience

Additional Requirements

Additional Requirements

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  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.

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