IT Operational Support Specialist (Night shift)

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 United States and Sobey's Family of Companies in the Canada 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 :

The IT Operational Support Specialist will provide technical support for the user base and warehouses, primarily on site, but as part of a shift rotation model.

As our IT Operational Support Specialist, your day-to-day responsibilities could include :

Monitoring business systems operations

Working within a team of on site systems support specialists during your shift, to ensure effective coverage of services by the team.

Resolution, escalation and management of logged incidents

Working within the health & safety policies laid out by the company

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

This position will work a rotating 12hour shift pattern including nights and weekends to support the 24 / 7 operation

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

Experience in a technical support capacity

Able to engage with the stakeholders at all levels to provide technical updates and engage with technical requests

Strong time management skills and organizational skills

Experience in hardware support

A good understanding of computing configurations, ITIL, infrastructure and the 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, processes and procedures

Strong verbal and written communication skills in English at all levels.

Strong technical communication ability

Strong analytical skills and solving skills

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-organized presentations to senior management (desirable)

ITIL qualification

An aptitude for completing and learning simple engineering tasks

Technical qualifications in areas such as Hardware, Software & Networking

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

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