Retail Online Production Support Analyst

Role overview

Apple is looking for a Retail Online Production Support Analyst to join a global support group focused on keeping customer-facing retail online tools running smoothly and improving the experience for Retail Customer Care specialists and teams across Apple Store Online. The role calls for someone who enjoys solving problems, stays composed under pressure, and can help restore service quickly when major incidents occur.

What you will do

In this role, you will coordinate both technical troubleshooting and immediate business recovery when major priority incidents arise. You will help run bridge calls, involve the right business users to validate possible fixes, and keep stakeholders informed, including broader teams and senior leaders. You will also support after-incident reviews by capturing root cause findings, corrective actions, preventive steps, and customer impact assessments.

Key accountabilities

• Handle incoming production support tickets in priority order so service response targets are met.
• Work closely with partners across functions, locations, and levels of the business.
• Apply technical troubleshooting across multiple platforms to support fast issue resolution and clear communication with IS&T partners.
• Keep watch on ticketing systems to spot emerging problems before they are escalated.
• Build strong product and process expertise, act as a subject matter expert, and help create training and documentation for teammates.
• Maintain an organized record of open production support issues.
• Share status updates and next steps regularly with business and product partners.
• Help reduce the number of ageing incidents through active follow-up and resolution.
• Run post-operations reviews, document agenda items and minutes, and track corrective and preventive actions with owners and timelines.
• Contribute to capital projects by giving design input and supporting issue resolution during warranty periods.
• Prepare leadership and executive summaries for high-priority incidents.
• Represent the team in daily operations meetings with updates on major incidents and tool outages.
• Assess incident impact across RCC, Apple Store Online, and end customers, using internal tools and coordinating data to support recovery readiness.

Working conditions

This position requires flexibility to cover critical shifts, including weekends, non-standard hours, and holidays. The work can be fast paced and requires the ability to remain calm, organized, and effective in a high-pressure environment.

Minimum qualifications

• Availability to work weekends for critical shift coverage.
• Willingness to work outside standard business hours and on holidays.
• Strong resourcefulness in identifying technical root causes, isolating faults, and driving long-term prevention.
• Excellent prioritization, organization, follow-through, and communication skills with people of different technical backgrounds.

Preferred experience

• Background in production support for internal customers or partner teams.
• Strong written, verbal, and presentation communication skills, including experience speaking with senior leadership.
• Experience working on technical teams and delivering high-quality results on schedule while taking ownership of tasks and issues.
• Ability to work with support teams, business partners, or third-party providers to evaluate critical issues and set the right priority based on business impact.
• Experience translating business needs into practical technical solutions through cross-functional collaboration.
• Interest in innovation, curiosity, and working effectively in a dynamic, fast-moving environment.

Accessibility and culture

Apple says accessibility is a core human right and reflects that belief in its workplace, benefits, and digital tools. The company values a wide range of perspectives and aims to create an environment where employees feel they belong.

Additional information

Role Number: 200670141-1418