Job Details

Weekly Hours: 40

Role Number: 200627814-0776

Summary

Apple is a place where extraordinary people gather to do their best work. Just be ready to dream big! The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Imaging what you could do here! At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there’s no telling what you could accomplish. Essential Fucntions Resolve technical and non-technical issues through tickets, from understanding user problems to giving solutions and documenting root cause analysis. Effectively communicate to both technical and non-technical customers the progress of the ticket. 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. Ensure customer success through timely issue resolution, providing positive customer impact and experience. In this role you will be asked to lead through ambiguous tickets and issues on a big data system, working with cross functional teams on Apple’s manufacturing data platform. The expectation is that you will be able to independently drive ownership of the issue across all leadership levels of the business and provide guidance and direction when you may not have all the facts or data points. Teams across the organization are relying on the solutions we provide to make critical decisions with system availability being paramount to the success of many groups throughout the company, and with the ability to work weekends and holidays as required.

Description

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. Conducts research to understand how the organization functions and where it can improve. Being able to analyze this information and form a hypothesis of organization weaknesses and how to fix them. Prepares reports with excel or Similar tools. L2/L3 support on large enterprise applications with advance troubleshooting and root cause analysis. Stays current with latest trends in manufacturing and operations in industries and applies them to existing business models Travels to different job locations as required to maximize business knowledge and user feedback. 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. Collaborate with the testing team to ensure that testing efforts align with business requirements and participate in user acceptance testing (UAT) and facilitate user feedback. Works with members of own team to offer different ideas Clarifies strategic and operational problems / successes / failures with management Implement strategies for gathering, reviewing and analyzing data to see the trend and patterns.

Minimum Qualifications

• 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.

Preferred Qualifications

• 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.

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $132,100 and $199,000, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits. (https://www.apple.com/careers/us/benefits.html)

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .