Production Support Lead - AppleCare

Cupertino, CA 95014
  • Job Code
    200184493
Summary

Summary

Posted: Sep 21, 2020

Weekly Hours: 40

Role Number:200184493

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary

Summary

Posted: Sep 21, 2020

Weekly Hours: 40

Role Number:200184493

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires 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.

We are looking for a Production Support Lead for the AppleCare Global Repair Centers to join us on campus in Cupertino, CA .

In this global role, you will lead a team of off-shore contractors providing production support and User Acceptance Testing (UAT) execution.

Production Support responsibilities include ensuring all of the AppleCare Repair Centers are operating without system disruption and access provisioning requests. Any instance where a sites production repair processes are impacted by systems not operating as expected are the responsibility of this team to resolve. This role will be responsible for handling P1 line down issues to resolution. It includes tracking global Production KPI metrics and improving on them, being on call during off-hours, and having oversight over the production support team. The responsibilities will also include Infra management including budgeting and production outages related to Infrastructure.

As part of access provisioning requirements, the person will work closely with off-shore production support team to enable access provisioning for AppleCare applications.

UAT responsibilities include handling the testing from script creation, test execution, issue resolution and through the test completion. Your ability to provide accurate assessment prior to UAT sign off, stating sign-off risk and available risk mitigation will be needed.

Key Qualifications

  • 4+ years of Production support and User Acceptance Testing experience
  • Experience with Supply Chain systems
  • Ability to handle multiple priorities and experience handling P1tickets
  • Analytical skills to investigate and drive issues found in UAT activities
  • Experience setting up an infrastructure of production support metrics to optimize issue resolution
  • Validated ability to lead multiple deadlines and demands
  • Extraordinary focus on organization and documentation skills
  • Excellent listening, leadership and presentation skills
  • Capable of establishing relationships across the organization
  • Strong ability to work around ambiguity and drive timely results
  • Exceptional communication and interpersonal skills
  • Dedicated to quality, detail oriented and positive attitude

Description

Global Repair Center Systems & Support team is seeking a forward-thinking and endlessly curious individual to help us successfully scale our business supporting Global Repair centers operations:
- Make an impact on customer experience by efficiently routing, tracking and resolving issues.
- Enjoy a mix of task-based and open-ended work - the satisfaction of resolving discrete issues for our vendors, blended with the chance to refine processes, improve efficiencies, and genuinely make life better for your colleagues.
- Recommend and bring to life improved tools and methodologies to support our customers.
- Identify trends of customer issues to influence system design and process flows.
- Bring your full creativity and curiosity to bear in finding answers to open-ended questions and challenges.
- Find ways to improve our production support processes and help to bring about the required changes.
- Partner across teams daily, working with Operations site managers, Technical PM's, systems PM's, Operations program managers.
- Planning, coordination, execution management and reporting of User acceptance testing for AppleCare Global repair centers.

RESPONSIBILITIES INCLUDE:
- Lead Repair Center Factory System production support.
- Able to dive in and prioritize production traumas and drive P1s with cross functional teams.
- Root cause issues and institute corrective actions.
- Train and lead production support team on issue triaging and access provisioning.
- Strategize and plan support tools for Systems support.
- Be the guardian RC factory system integration health.
- Be a leader in evangelizing support strategies and KPI metrics reporting.
- Lead and responsible for communications to cross functional leadership on factory system updates.
- Provide accurate assessment prior to UAT sign off, including stating sign-off risk and available risk mitigation.
- Develop metrics and report weekly on frequency of production issues relating to systems, and detect patterns due to system gaps.
- Communicate effectively throughout the organization to initiate or improve process and operational interactions.
- Support the system program managers with testing and system improvement changes.
- Own process improvements, process documentation, and development training materials.
- Drive technical root cause analysis across multiple systems and ensure issue resolution.
- Collaborate with IS&T teams to ensure realistic UAT plans are in place.

Education & Experience
- BS Engineering degree, Masters or MBA preferred

Additional Requirements

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Production Support Lead - AppleCare

Apple, Inc.
Cupertino, CA 95014

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