Operational Services Support Specialist
Sofia, Bulgaria
Do you want to support a fleet of robots doing their jobs?
If you’re:
- Interested in working in tech but don’t have programming skills;
- Looking for a professional environment where bright minds meet and work with curiosity;
- And want to thrive in a “no blame” company culture…this role is 100% for you!
The best part?
It’s in a world-leading tech company in the heart of Sofia.
Hi! We are Ocado.
We are on a mission to change the way the world shops for good.
We are a global, technology business redefining e-commerce, fulfilment, and logistics in online grocery and beyond.
We have created the Ocado Smart Platform (OSP), an end-to-end online shopping platform, that harnesses the power of artificial intelligence, robotics, and automation to solve the unique demands of online grocery.
In Sofia:
- Ocado launched its technology development center in 2016;
- Ocado launched its Operational Services Support Centre of Excellence in 2024.
We are building a team to lay the foundations of our brand-new Operational Services Support Centre of Excellence. We are looking for Specialists to join us.
What you will be doing as part of the Operational Services Support Centre of Excellence?
Ocado has the most advanced grocery automation in the world. At the heart of our automated Customer Fulfillment Centres lies ‘The Hive’, where fleets of bots enable 50-item orders to be processed in just 5 minutes. Robotic arms collaborate seamlessly with the bots to pick and pack customer orders with human precision and accuracy.
Look inside our automated warehouse (Customer Fulfillment Centers)
https://www.youtube.com/watch?v=e31UqBT5bKE&list=UULF3IpWVLl_cXM7-yingFrBtA&index=22
As an Operational Services Support Specialist, you will be responsible for monitoring and providing technical support to the operations within Ocado’s automated warehouses.
You will be:
- The key point of contact for Client operational teams, working closely with Engineering Operations and Technology teams to achieve desired outcomes and be a point of contact for related queries.
- Working with a team of site support specialists during your shift, making assignments of work and workforce management (including tickets, mobile robot recoveries, and arranging recovery windows).
- Working in and with the support specialist team to ensure effective coverage of services and fulfilment of related targets or service level agreements.
- Working on rotating shifts to ensure 24/7 monitoring and support of the warehouses.
- Working entirely from the office.
- Ensuring the timely pickup and response to incidents from assigned teams or specialists.
- Monitoring business systems operations.
- Identifying and raising system faults, in appropriate platforms.
- Managing system faults towards a timely resolution.
- Resolution, escalation, and management of logged incidents.
- Analysing the performance of key assets within Ocado’s automated warehouses.
- Investigating failed tasks and inaccessible stock and customer totes.
- Communicating with relevant parties to ensure visibility and a fast resolution
- Highlighting and resolving pick support issues.
- Providing regular reporting on shift performance and tasks.
What skills, experience, and qualifications are key to succeeding in this role?
- Great customer service with great communication skills;
- Personable, open, flexible, and able to follow best business practices;
- Great interpersonal skills - ability to engage with the stakeholders at all levels to provide technical updates as well as with technical requests;
- Strong verbal and written communication skills in English at all levels;
- Strong technical communication ability;
- Strong time management and organisational skills;
- Ability to engage at all levels to ensure the work is progressed in a timely manner in order to meet business requirements;
- Strong analytical skills and problem solving skills;
- Ability to learn and think quickly as well as being very hands-on when required;
- Ability to drive and progress a situation towards a timely resolution;
- Ability to follow and create documentation, processes, and procedures;
- Experience in delivering IT support service;
- Experience in hardware and software support - strong troubleshooting and analytical skills.
- Experience in technical support, incident support, and site support;
- Good understanding of computing configurations, ITIL, infrastructure and the OSI model;
- Ability to manage and resolve technical incidents in hardware, software and networking.
What’s in it for you?
- 300 BGN monthly allowance you could use on food, fuel, sports card, and many other;
- Regular pay review, based on performance
- 25 days annual leave;
- A Luxurious Medical Plan, including health & dental coverage and an option to enroll family members;
- Life and Disability Insurance;
- Pension contribution;
- Employee Assistance Program - FREE access to professional consulting services in the field of finance, legal and mental well-being;
- Enhanced Paternity and Maternity Leave program;
- Access to Ocado Share Programs.
The shortlisted candidates will be contacted
All personal information will be treated confidentiality.
#LI-OT
About Ocado Group
When our journey started, we were all about changing the way people shop for groceries. 20 years later, we’re developing our own ground breaking technology, opening multiple sites at an accelerating rate and engaging in exciting new business partnerships around the world!
Transforming an industry also means transforming the way we do business. As we continually develop new technologies and customer propositions, we’re looking for the Everyday Pioneers to lead us into the next stage of our evolution: enhancing our capabilities, inspiring our teams and developing new ways of working.
Changing the way the world shops, for good.