Job description
- Lead global teams to establish processes to support Apple Retail Online for all Production Support issues, including raising tickets, triage, solving, crisis management, executive communication, status updates to broad business partners, root cause analysis, and prevention of recurrence. - Define, build, and assess critical metrics to maintain awareness of the operational health of the product/platforms. - Deepen expertise by product within the Production Support teams by encouraging relationship-building and development of a shared understanding of these tools with partner, collaborator, and technical teams. - Manage your team with mentoring and development as a focus, whether via time dedicated to professional development or on the fly as situations may present learning/mentor opportunities. - Influence product management teams, engineering, and IS&T partners to develop ongoing development resulting in increased stability and response for the tools/platforms that your team supports. - Own definition, preparation, and hosting of regularly scheduled Production Support reviews with key partners and collaborator teams. - Stay on top of IS&T critical initiatives; communicate impacts to Retail Customer Care (RCC) leadership and to Business Process Re-engineering and Business Operations teams. - Establish RCC requirements for implementation of these initiatives - Work non-standard hours to support your teams, and ongoing incident mitigation/response, which may occur at any time/day of the week. - Some travel (up to 20%).
Address
Austin, TX
