Operational Site Support Specialist

Ocado Technology; Andover; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in grocery technology is seeking a Systems Support Specialist to enhance operations at their automated Customer Fulfilment Centre in Andover. The role involves managing incidents, monitoring systems, and supporting business operations to ensure seamless service. Candidates should possess strong problem-solving skills and experience in technical support. The position offers a range of flexible benefits, including generous annual leave and health insurance.

Benefits

25 days annual leave

Private Medical Insurance

Pension with employer matching

Cycle to Work Scheme

15% off at Ocado.com

Qualifications

• Experience in technical support or incident management environments.
• Strong understanding of ITIL frameworks and OSI model.

Responsibilities

• Monitor and manage business system operations.
• Collaborate with engineering teams to resolve technical issues.
• Drive continuous improvement by analysing asset performance.

Skills

Problem-solving

Analytical skills

Technical communication

Job description

About Us

We are Ocado Technology and we empower global grocery retailers with cutting-edge cloud, robotics, AI, and IoT. Our Ocado Smart Platform (OSP) powers highly automated Customer Fulfilment Centres (CFCs), enabling efficient, single-pick online grocery delivery.

About The Role

As a Systems Support Specialist, you'll be at the heart of operations, working across Engineering Operations, Technical Support Services, and Business Operations within one of our highly automated Customer Fulfilment Centres (CFCs) in Andover. You’ll manage incidents, monitor system performance, and support critical business operations, ensuring seamless service for Ocado’s customers and clients. Your role involves resolving technical issues, driving improvements, and supporting innovation during your shifts.

What you’ll be doing:

1. Monitor and manage business system operations, quickly identifying and escalating incidents when necessary.
2. Collaborate with engineering and technical teams to troubleshoot and resolve hardware and software faults.
3. Serve as a technical point of contact for onsite and remote teams, facilitating effective communication and rapid issue resolution.
4. Prioritise and manage tasks such as bot recoveries, ticketing, and system fault analysis to maintain high operational standards.
5. Drive continuous improvement by analysing asset performance and supporting proactive system enhancements.

This is an onsite role requiring a team shift pattern to cover 24x7 operations.

About You

• Experience in technical support, hardware support, or incident management environments.
• Strong problem-solving, analytical, and technical communication skills. Good understanding of computing configurations, ITIL frameworks, infrastructure, and the OSI model.
• Ability to organise, prioritise, and manage incidents efficiently under pressure. A proactive, self-starting attitude with a focus on learning, troubleshooting, and teamwork.

What We Offer

We support our employees with meaningful, flexible benefits that promote well-being and work-life balance. Here’s a snapshot:

• Time to recharge: 25 days annual leave (rising to 27 after 5 years), with options to buy more, plus 30 days to work from anywhere.
• Health & wellbeing: Private Medical Insurance from your first month, wellbeing support via apps and EAP, Income Protection, and Life Assurance.
• Family policies: 22 weeks paid maternity/primary carer leave, 6 weeks paid paternity leave (after qualifying).
• Financial support: Pension with employer matching up to 7%, share schemes (Sharesave & BAYE), interest-free loans for travel.
• Commuter perks: Cycle to Work Scheme and free shuttle buses to/from Hatfield and Welwyn Garden City stations.
• Exclusive discounts: 15% off at Ocado.com with free delivery starting from your first month.

  Ocado Group is an equal opportunities employer committed to fair treatment for all potential employees, regardless of sex, sexual orientation, marital status, race, colour, nationality, ethnicity, religion, age, disability, or union membership.