Technical Support Operations and Support Manager- Retail Engineering Operations and Support

Summary

Posted: Mar 12, 2025

Weekly Hours: 40

Role Number:200593891

The Retail Engineering Operations & Support Team (REOS) is seeking a Technical Support Operations Manager, who will be a leader and a key member of the REOS leadership team. The person in this role will collaborate with the leadership team on strategic alignment, develop operational objectives, and drive cross-organizational teams to meet the organization's goals.

Description

One of the primary functions of this position is to manage the operations of a 24x365 global virtual technical operations center that supports Apple Store Online, all Apple retail stores, and all of the applications and devices used in our stores. Responsibilities include developing, implementing, monitoring, and reporting on service level agreements, operational level agreements, and key performance indicators. Other responsibilities include: business process reengineering and management, data analysis, knowledge management, and automation engineering.

• Excellent strategic and analytical thinking skills with an ability to see the big picture while working in the details in a highly fast paced,multifaceted, 24x365 environment.
• Experience as an IT major incident manager or incident commander.
• 5+ years of experience in retail.
• 5+ years of experience in information technology operations, support, and/or security.
• Ability to meet all objectives while overcoming ambiguity, uncertainty, little direction, and frequent changes.
• Organized, detail-oriented, with ability to multi-task, prioritize work, and manage time efficiently.

• Bachelor's degree or equivalent in a STEM field..
• ITIL certification and knowledge of IT service management frameworks and industry standards.
• Knowledge of and experience with ServiceNow ITSM.
• Knowledge of the software development lifecycle.
• Java coding skills
• Ability to work with large data sets in Tableau and Microsoft Excel.
• Knowledge and experience with corporate finance or MBA.
• Knowledge and experience with program and project management.

• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.