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Retail Online Production Support Analyst

Apple· Sales and Business Development
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Hybrid (Shanghai)Full-timePosted 3d ago

About the role

ROPS (Retail Online Production Support) team within Apple Store Online partners with IS&T and product owners to drive incident resolution, solve complex problems, and support projects/enhancements to meet customer and business needs. Responsibilities include incident management, RCA, cross-functional coordination, data analysis, and proactive problem identification to improve operational efficiency for Apple’s online store.”

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 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
  • When P1 or P0 incidents are raised, provide support coverage, coordinating IS&T problem-solving functions and in-the-moment business recovery tactics
  • Host recurring reviews with business partners, product owners, and technical teams to drive changes for fault tolerance
  • Conduct post-ops reviews, document RCA, identify and implement actions to prevent recurrence, and coordinate customer impact assessments and recovery efforts
  • Facilitate teleconference bridges to drive incidents to rapid resolution and involve affected business users for testing hypotheses and potential solutions
  • Communicate effectively across disciplines and levels of technical aptitude

Qualifications

  • 3+ years of experience providing production support for internal customers or partner teams
  • Ability to communicate with and influence at all levels of an organization, including audiences with varying technical comprehension
  • Ability to occasionally work weekends and holidays to provide critical support coverage (e.g., new product launches and events)

Skills

Required:Production supportCommunication & stakeholder managementData analysisIncident management
Nice to have:ITSM/ITILServiceNow or similar ticketingSAP data extraction/ETLAI/ML concepts & toolsTelephony/Networking/CC/e-commerce support
Last updated Oct 23, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

AirPods Max 2Apple ArcadeApple CardApple Fitness+Apple MusicApple TVApple TV+Apple Watch Series 11
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