Operational Site Support Team Lead

Operational Site Support Team Lead

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, fulfillment, 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. 

Look inside our automated warehouse (Customer Fulfillment Centers)

https://www.youtube.com/watch?v=e31UqBT5bKE&list=UULF3IpWVLl_cXM7-yingFrBtA&index=22 

What You Will Do

The Operational Site Support Team Lead will be managing a team of support specialists who provide technical support to the technology and users within our Ocado locations world-wide.

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

• Managing the team workflow to maximize business and technical efficiencies 
• Communicating, and implementing new policies and procedures through both verbal and written documentation
• Managing a team of on-site systems support specialists to ensure effective coverage of support services
• Working on rotating shifts to ensure 24/7 monitoring and support of the warehouses.
• Working entirely from the office
• Providing coaching and feedback to drive quality and performance improvements
• Managing employee schedule requests and other administrative tasks as needed
• Monitoring our team KPI’s and working to improve those metrics
• Escalating and prioritizing incidents based on impact to operations
• Ensuring the health and safety of staff within your team
• Working closely with on-site 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

What you will be doing as part of the Operational Services Support Centre of Excellence?

Minimum:

• Able to engage with the stakeholders at all levels to provide technical updates and engage with technical requests
• Strong time management skills, experience in line management; strong organizational skills
• 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 documentation, processes, and procedures, and enforcing them within your team 
• Strong verbal and written communication skills in English at all levels 
• Strong technical communication leaders; analytical skills, problem-solving 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, and demonstrating an 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’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.