Operational Site Support Specialist

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 right 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, helping ensure seamless service for Ocado’s customers and clients. With every shift, you’ll play a vital role in resolving technical issues, driving improvements, and keeping innovation moving.What you’ll be doing:

• Monitor and manage business system operations, quickly identifying and escalating incidents where needed.
• Work closely with engineering and technical teams to troubleshoot and resolve hardware and software faults.
• Act as a technical point of contact for onsite and remote teams, supporting efficient communication and rapid resolution of issues.
• Prioritise and manage tasks such as bot recoveries, ticketing progress, and system fault analysis to maintain high operational standards.
• Drive continuous improvement by analysing asset performance and supporting proactive system enhancements.

This is an onsite-based role and will take part in a team shift pattern working to cover operations 24x7. 

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 self-starter attitude with a proactive approach to learning, troubleshooting, and teamwork.

What we offer

We believe in supporting our people with meaningful, flexible benefits that prioritise well-being and work-life balance. Here’s a snapshot of what you can expect:

• Time to recharge:
  25 days annual leave (rising to 27 after 5 years), plus the option to buy more – and 30 days a year to work from anywhere in the world.
  
• Health & wellbeing:
  Private Medical Insurance from your first month, wellbeing support through specialist apps and EAP, plus Income Protection and Life Assurance.
  
• Family-first policies:
  22 weeks paid maternity/primary carer leave and 6 weeks paid paternity leave (after qualifying period).
  
• Financial support:
  Pension with employer matching up to 7%, share schemes (Sharesave & BAYE), and interest-free loans for train tickets.
  
• 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 in your first month).

Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age, or disability or union membership status.

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