IT Technical Support Specialist (Internal Title: COE Specialist)

Ocado Technology is building the next-generation grocery ecommerce suite that´s changing the way the world shops.

Ocado Group is a technology-led, global, software and robotics platform business, with a strong retail heritage. Ocado has been at the forefront of innovation in the online grocery industry since it was founded in 2000. Its retail business, Ocado.com, is one of the world’s largest online-only supermarkets with over £2,2bn annual revenue and over 795,000 active customers. 

The COE Specialist will be responsible to ensure relevant business systems are fully operational ensuring an efficient service to Ocado’s customers and clients and to avoid or minimise any impact to customers following system outages or incidents. 

This is an onsite based role, at  the heart of Tokyo,  and will take part in a team shift pattern to cover & support business operations 24x7. 

Roles & Responsibilities

• 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
• 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
• Analyse 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
• Prioritising 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
• 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

Skills experience

• Able to engage with the stakeholders at all levels to provide technical updates and engage with technical requests
• Strong time management and organisational skills. Strong analytical and  problem solving skills
• Experience in a technical support capacity. 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 technical communication ability
• Strong analytical and  problem 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