职位描述：
Summary：
Imagine what you could do here! The people here at Apple don’t just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
The Retail Online Production Support (ROPS) team within Apple Store Online (ASO) partners with Apple’s IS&T teams and product owners to drive incident resolution, solve complex problems, and support projects and enhancements to meet growing customer and business needs. You will possess a high degree of organization and follow-through, and be able to communicate effectively across a variety of disciplines, teams, and levels of technical aptitude. You will facilitate teleconference bridges to drive incidents to rapid resolution, and bring in affected business users to test hypotheses and potential solutions. You will conduct post ops reviews, documenting Root Cause Analysis (RCA), and identifying and implementing actions to prevent recurrence as well as coordinating customer impact assessments and recovery efforts.
Description：
When P1 or P0 incidents are raised, you will provide support coverage, 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 driving change to build additional fault tolerance within our tools and systems. Your exceptional analytical skills will support proactive identification of issues before being reported by our business partners or customers. Responsibilities:
Deepen subject matter expertise through personal and professional development and in-the-moment support experiences
Participate in cross-functional project teams by representing ROPS and sharing your technical expertise to implement new solutions and enhance existing solutions
Build and maintain productive working relationships with internal customers and business partners
Apply data analytical skillset to identify emerging trends and to deliver operational improvements (reduced incident occurrence, decreased ticket duration, etc)
Create and distribute leadership and executive level summaries for high priority incidents
职位要求：
Minimum Qualifications：
3+ years of experience providing production support for internal customers or partner teams
A keen passion for solving complex problems and creating innovative solutions
Demonstrated ability to communicate with and influence at all levels of an organization, including catering communications to audiences of varying technical comprehension.
Ability to occasionally work weekends and holidays to provide critical support coverage, including new product launches and events requiring heightened support.
Preferred Qualifications：
Experience with SAP modules (e.g., S/4HANA, ECC) in a support or implementation capacity and Proficiency in data extraction, transformation, and loading (ETL) processes from SAP systems for AI/ML initiatives.
Familiarity with AI/ML concepts and their application in business process optimization or predictive analytics and Understanding of machine learning frameworks (e.g., TensorFlow, PyTorch) and their integration with enterprise systems.
Ability to leverage AI/ML tools and techniques to enhance incident resolution and proactive problem identification.
Demonstrated capabilities and understanding of ITIL or similar models of IT Service Management (ITSM)
Hands-on experience supporting telephony, network, contact center and/or and e-commerce solutions.
Established proficiency in applying advanced analytical proficiency to solve support issues
Hands-on experience with ServiceNow or a similar ticketing system
Demonstrated ability to understand and explain complex business processes, systems, and tools with a focus on upstream/downstream impacts.
Curiosity, a desire for continuous improvement, and an ability to navigate through adversity.
招聘部门：
Apple Corporate Functions
工作地点：
Shanghai, Shanghai, China
注意：为了确保您掌握真实的招聘信息，上述信息均为原始内容。我们的“面试建议”和“模拟面试”均基于原始招聘信息设计和提供。
面试建议：
Apple的PAC Retail Online Production Support Analyst职位是一个高度技术化和跨职能的角色，要求应聘者不仅具备扎实的技术支持能力，还需要在SAP系统和AI/ML技术方面有深入的理解和应用经验。面试官会特别关注你在复杂问题解决、跨团队沟通以及技术快速学习能力方面的表现。 为了在面试中脱颖而出，建议你重点准备以下几个方面的内容：首先，确保你对SAP系统的支持经验有具体的案例可以分享，尤其是在处理高优先级事件（P0/P1）时的表现。其次，展示你在AI/ML技术方面的知识和实际应用经验，例如如何利用这些技术优化业务流程或预测潜在问题。最后，强调你的沟通和协调能力，尤其是在跨职能团队中推动问题解决和项目实施的经历。记住，Apple非常注重团队合作和创新思维，因此在面试中展现出你对这些价值观的认同和实践将会大大加分。
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