- Entry level
- No Education
- Salary to negotiate
- CORK, CO. CORK, IRELAND
Overview of Department
The IS&T Customer Systems team delivers many of the global applications and technologies used in Apple’s EMEIA sites. Key solutions include CRM; telephony and call routing; chat, email and task routing; shared services; knowledge and learning management; and user provisioning.
The EMEIA branch of the team forms part of a global team that supports the production environment, focussing on ‘silent running’ for our business partners and customers.
Overview of Role
We are looking for an IT Operations Specialist to join the EMEIA Customer Systems team.
The successful applicant will be experienced in Operational support, demonstrate leadership and composure under pressure, and be a champion for Operational excellence and customer experience.
You will need to develop a working knowledge of priority (Tier 1) Customer Systems solutions, business topography, key business drivers and business impact.
The role is based Apple’s office in Cork, Ireland.
•Serving as partner for the Contact Centre Operational support teams and managers in EMEIA.
•Coordinating and providing leadership for critical (P0/P1) issues on Tier 1 applications during the EMEIA business day. Engaging the necessary support teams, facilitating cross-functional collaboration, driving for mitigation, and communicating to management and business partners.
•Coordinating with global Operations partners to ensure continuity of support and issue resolution where high impact issues span business hours of other regions (APAC, AMR).
•Acting as a business escalation point for the resolution of production issues.
•Championing process and technology improvements for global Customer Systems applications to improve Operational excellence.
•Driving root cause identification and Problem resolution for production issues. Facilitating and tracking cross-functional efforts in line with Customer Systems Problem Management process.
•Representing EMEIA in global Operations forums.
•Driving identified Operational projects and initiatives for EMEIA. Taking a global role on project teams as appropriate.
•Coordinating Customer Systems support activities and communication for major business events in EMEIA (e.g. holidays and product launches).
BA/BS degree or equivalent experience in providing Operational support
About the company
Apple revolutionized personal technology with the introduction of the Macintosh in 1984. Today, Apple leads the world in innovation with iPhone, iPad, the Mac and Apple Watch. Apple’s three software platforms — iOS, OS X and watchOS — provide seamless experiences across all Apple devices and empower people with breakthrough services including the App Store, Apple Music, Apple Pay and iCloud. Apple’s 100,000 employees are dedicated to making the best products on earth, and to leaving the world better than we found it.
Apple is an Equal Employment Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities.
Specialties: Innovative product development, world class operations, Retail, Telephone Support.