IS/T Business Support Manager, Apple Computer Ltd, Uxbridge

Job Description

• This position provides leadership for the support team and is the focus of support activities across Online European Applestore.

• The ISandT Business Support Manager should have a good appreciation of business needs.

  Responsibilities and Duties:

• Responsible for analyzing complex business issues and problems.

• Is expected to identify, describe and report issues as appropriate.

*Supports the business in identifying, clarifying and resolving high priority customer facing issues as well as back end problems.

*Helps to review and prioritise issues in conjunction with the business teams.

• Communicates effectively and professionally to business customers about fixes, problems and developments on reported issues.

• Acts as a task force leader by co-ordinating, planning and implementing work for team members who are mostly off-shore.

• Will be responsible for setting targets and monitoring team performance.

• Responsible for providing expert technical support, status information, issues resolution and other forms of assistance on escalations primarily from the EMEA helpdesk, EMEA Applestore team members and also US Applestore. Responds and redirects into the standard process escalations that are obtained from exception processes as appropriate.

*Additional Functions:

• Maintains an on-going expert knowledge of the store and related applications to address issues, concerns and projects from the user base. Creates, communicates and distributes technical information related to resolving store issues.

• May work in a supervisory role for bigger support issues especially those that are cross-functional.

• Identifies and defines controls, authorizations and approvals for business sensitive operations.

• Reviews and maintains processes and procedures already in place. Identifies and implements process improvements and efficiencies.

• Provides out of hours support in conjunction with other members of the EMEA team as required.

• Provide regular reports and analysis on the outstanding ticket issues.

Candidate Description

*Good understanding of general IT controls.

*Excellent IT skills: Solid knowledge of UNIX and oracle necessary.

*Excellent verbal and written communication skills

*Strong interpersonal skills, capable of working successfully with international groups

*Team player but able to work independently

*Leadership skills

*Ability to prioritise

Education Ideally a BSc in Computer Science or equivalent.

Experience

• Ideally 3 years of technical application/software support experience

• Some experience working in teams

• Some experience of taking a leadership role.

Employer Description

Apple is an American consumer electronics multinational corporation with worldwide annual sales in its fiscal year 2006 of US$19.3 billion. Headquartered in Cupertino, California, Apple develops, sells, and supports a series of personal computers, portable media players, computer software, and computer hardware accessories. The company's best-known products include the Mac line of personal computers, its Mac OS X operating system, and the iPod line of portable media players. For the iPod and its related iTunes software, Apple sells audiobooks, games, music, music videos, TV shows, and movies in its online iTunes Store.