Job description

Who We Are:

Ocado is a UK based company admitted to trading on the London Stock Exchange (Ticker OCDO). It comprises one of the world's largest dedicated online grocery retailers, operating its own grocery and general merchandise retail businesses under Ocado.com and other specialist shop banners, together with its Ocado Solutions division. The Ocado Solutions division is responsible for providing Ocado’s innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our major retailer clients around the world. OSP comprises access to Ocado's physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business. Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world. We have partnered with the Kroger Family of companies in the US to help redefine the grocery customer experience through the adoption of the centralized, automated model of online retailing provided by the Ocado Smart Platform.

Come join us as we build our North American team, bringing world-class innovation and technologies to one of the most exciting global markets for e-commerce.

What You Will Do:

Within this role you will have a unique perspective, more than anyone else working within a warehouse for Ocado, as you will be working across three different disciplines; Engineering Operations, Technical Support Services and Business Operations. This role will require you to use technical and operational awareness ensuring effective management of incidents and to communicate with a range of stakeholders. This role will be at the center of client operations. The objective of this role is to ensure relevant business systems are fully operational ensuring an efficient service to Ocado’s customers and clients and to avoid or minimize any impact to customers following system outages or incidents. To achieve this you will be managing an onsite team of Operational Systems Support Specialists.

As our Operational Systems Support Team Lead, your day-to-day responsibilities could include:

• Monitoring business systems operations
• Managing a team of on site systems support specialists to ensure effective

coverage of services by the team.

• Escalation point for the on site OSS team and for the business.
• Ensuring the health & safety of staff within your team.
• Initial point of contact for client operational teams and a conduit into Engineering Ops and technology.

• Identifying and raising system faults in appropriate systems.
• Ensuring the timely pickup and response to incidents from assigned teams.
• Managing system faults towards a timely resolution.
• Analyze the performance of key on site assets.
• Technical point of contact for onsite and off site teams.
• Managing the ticketing progress for Technical support services.
• Prioritizing bot recoveries and arranging recovery windows.
• Investigate failed tasks and inaccessible stock and customer totes.
• Communicating with relevant parties to ensure visibility and a fast resolution.
• Resolving technical issues as part of the OSS team.
• Highlighting and resolving pick support issues.
• Working closely with engineering to resolve engineering issues and complete

certain engineering tasks.

• Liaising closely with other technology teams within Ocado to achieve the

desired outcome and be a point of contact for related queries.

Who You Are:

To qualify for this position, you should meet the following requirements:
Minimum:

• Able to engage with the stakeholders at all levels to provide technical updates and engage with technical requests.
• Strong time management skills.
• Demonstrate experience in line management.
• Strong organizational skills.
• Experience in a technical support capacity.
• Experience in hardware support.
• A good understanding of computing configurations, ITIL, infrastructure and OSI model.
• Able to drive and progress a situation towards a timely resolution.
• Able to engage effectively and efficiently with business staff at all levels, ensuring work is progressed in a timely fashion meeting business requirements.
• Ability to follow and create documentation, process and procedures.
• Strong verbal and written communication skills in English at all levels.
• Strong analytical skills.
• Self starter.
• Ability to learn and think quickly as well as being very hands on when required.
• Experience in a technical support / incident management role.
• Ability to manage and resolve technical incidents in hardware, software and

networking.

Preferred ( in addition to minimum)

• Confidence in delivering informative, well-organised

presentations to senior management.

• ITIL qualification.
• An aptitude for completing and learning simple engineering

tasks.

• Technical qualifications in areas such as Hardware, Software &

Networking.

• Providing excellent customer service with good communication

skills.

• Personable, open, fun, flexible and hard working.
• Relationship management to respond to work requests in a

timely manner and to your colleagues satisfaction.

• Strong work ethic and dedication, able to follow best business

practices.

What We Offer

• 401k Plan; 100% match up to 5% of earnings
• Paid Vacation and Sick Days
• 10 Paid Public Holidays
• Medical, Dental, and Vision Insurance
• Medical and Dependent Care Flexible Spending Accounts
• Health Savings Account; Company Contribution of $500 for individual and $1000 for

family coverage

• Company Paid Life Insurance
• Short Term Disability Insurance
• Long Term Disability Insurance
• Employee Assistance Program

Job Type: Full-time

Salary: $70,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Forest Park, GA 30297: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What are your compensation expectations?

Work Location: One location

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