Operational Services Support Specialist

<p class="p3"><em>Do you want to support a fleet of robots doing their jobs?</em></p> <p class="p3"><strong>If you’re:</strong></p> <ul> <li class="p3">Interested in working in tech but don’t have programming skills;</li> <li class="p3">Looking for a professional environment where bright minds meet and work with curiosity.</li> <li class="p3">And want to thrive in a “no blame” company culture…this role is 100% for you!</li> </ul> <p>Hi! We are Ocado, a world-leading tech company in the heart of Sofia.</p> <p class="p3">We are on a mission to change the way the world shops for good.&nbsp;We are a global, technology business redefining e-commerce, fulfilment, and logistics in online grocery and beyond.&nbsp; 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.&nbsp;</p> <p class="p3"><strong>What you will be doing as part of the Operational Services Support Centre of Excellence?</strong></p> <p class="p3">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.&nbsp;</p> <p class="p3"><strong>As an Operational Services Support Specialist, you will be responsible for monitoring and providing technical support to the operations within Ocado’s automated warehouses.</strong></p> <p class="p3"><strong>You will be:</strong></p> <p class="p3">• 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.</p> <p class="p3">• 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).</p> <p class="p3">• Working in and with the support specialist team to ensure effective coverage of services and fulfilment of related targets or service level agreements.</p> <p class="p3">•<strong> Working on rotating shifts,at out office to ensure 24/7 monitoring and support of the warehouses.</strong></p> <p class="p3"><strong>• Working entirely onsite.</strong></p> <p class="p3">• Ensuring the timely pickup and response to incidents from assigned teams or specialists.</p> <p class="p3">• Monitoring business systems operations.</p> <p class="p3">• Identifying and raising system faults, in appropriate platforms.</p> <p class="p3">• Managing system faults towards a timely resolution.</p> <p class="p3">• Resolution, escalation, and management of logged incidents.</p> <p class="p3">• Analysing the performance of key assets within Ocado’s automated warehouses.</p> <p class="p3">• Investigating failed tasks and inaccessible stock and customer totes.</p> <p class="p3">• Communicating with relevant parties to ensure visibility and a fast resolution</p> <p class="p3">• Highlighting and resolving pick support issues.</p> <p class="p3">• Providing regular reporting on shift performance and tasks.</p> <p class="p3"><strong>What skills, experience, and qualifications are key to succeeding in this role?</strong></p> <ul> <li class="p3">Great customer service with great communication skills;</li> <li class="p3">Personable, open, flexible, and able to follow best business practices;</li> <li class="p3">Great interpersonal skills - ability to engage with the stakeholders at all levels to provide technical updates as well as with technical requests;</li> <li class="p3">Strong verbal and written communication skills in English at all levels;</li> <li class="p3">Strong technical communication ability;</li> <li class="p3">Strong time management and organisational skills;</li> <li class="p3">Ability to engage at all levels to ensure the work is progressed in a timely manner in order to meet business requirements;</li> <li class="p3">Strong analytical skills and problem solving skills;</li> <li class="p3">Ability to learn and think quickly as well as being very hands-on when required;</li> <li class="p3">Ability to drive and progress a situation towards a timely resolution;</li> <li>Ability to manage and resolve technical incidents&nbsp;</li> <li><em>Nice to have but not a must- Experience in software support - troubleshooting and analytical skills.</em></li> <li><em>Nice to have but not a must-Experience in technical support, incident support, and site support,Jira and Active Directory</em></li> </ul> <p class="p3"><strong>What’s in it for you?</strong></p> <ul> <li class="p3">150 EUR monthly social allowance<span class="Apple-converted-space">&nbsp;</span></li> <li class="p3">Regular pay review, based on performance</li> <li class="p3">25 days annual leave;</li> <li class="p3">A Luxurious Medical Plan, including health &amp; dental coverage and an option to enroll family members;</li> <li class="p3">Life and Disability Insurance;</li> <li class="p3">Pension contribution;</li> <li class="p3">Employee Assistance Program - FREE access to professional consulting services in the field of finance, legal and mental well-being;</li> <li class="p3">Enhanced Paternity and Maternity Leave program;</li> <li class="p3">Access to Ocado Share Programs.</li> </ul> <p class="p3">&nbsp;</p> <p class="p3">#LI-OT</p>