Operational Site Support Specialist

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.

About us

Our teams are putting the world’s retailers online using the cloud, robotics, AI, and IoT. We provide services to partner clients globally via our innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), this drives our highly automated, multi-million pound Customer Fulfilment Centres (CFCs). In our CFCs - together with the proprietary software applications - we operate a world-class online grocery business that automates the single pick of products, ready for your online delivery.

About the Role

As a Systems Support Specialist, you’ll have a unique, cross-functional perspective within our Customer Fulfilment Centre (CFC), working across Engineering Operations, Technical Support Services, and Business Operations. This role places you at the heart of client operations, where you’ll play a crucial part in ensuring our business systems remain fully operational, delivering an efficient service to Ocado’s customers and clients. What you'll be doing:

• System Monitoring & Incident Management – Oversee business system operations, identify and escalate faults, and ensure timely resolution of incidents.
• Technical Support & Troubleshooting – Act as a technical point of contact for on-site and off-site teams, resolving system issues and supporting engineering tasks.
• Collaboration & Communication – Work closely with Engineering Operations, Technology teams, and client operational teams, ensuring visibility and swift issue resolution.
• Operational Efficiency – Manage ticketing progress, analyse key asset performance, and drive improvements in business system operations.
• Health & Safety Compliance – Adhere to company health & safety policies while working within a team of on-site support specialists.

This is an onsite-based role and will take part in a team shift pattern working 4 on 4 off to cover operations 24x7.

About you

We’re looking for a proactive, hands-on problem solver with strong technical expertise and excellent communication skills. If you thrive in a fast-paced environment, enjoy tackling complex technical challenges, and can confidently engage with stakeholders at all levels, this role is for you!

What You’ll Bring:

• Technical Know-How – Experience in technical support, hardware troubleshooting, and incident management across hardware, software, and networking.
• Problem-Solving Mindset – Strong analytical skills with the ability to diagnose and resolve technical issues efficiently.
• Strong Communication Skills – Ability to explain technical concepts clearly, both verbally and in writing, to technical and non-technical audiences.
• Stakeholder Engagement – Comfortable interacting with business teams at all levels, ensuring smooth communication and timely issue resolution.
• Organised – Ability to prioritise tasks, manage workloads effectively, and drive resolutions in a fast-moving environment.
• Process-Oriented – Skilled in following and creating documentation, processes, and procedures to maintain high operational standards.
• Self-Motivated & Hands-On – A quick learner who takes initiative and enjoys getting stuck into technical challenges.

Great to have (but not essential)

• Confidence in delivering well-organised presentations to senior management.
• A solid understanding of IT infrastructure, computing configurations, ITIL, and the OSI model.
• Technical certifications in Hardware, Software, or Networking.

What we offer you

Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. We regularly review our benefits to ensure we are supporting our employees appropriately.

• 30 days ‘working from anywhere in the world’ policy.
• Wellbeing support through dedicated apps and an Employee Assistance Programme.
• 25 days annual leave, rising to 27 days after 5 years service (plus optional holiday purchase).
• Pension scheme (various options available including employer contribution matching up to 7%).
• Generous Private Medical Insurance (within the first month of joining!).
• Income Protection (can be up to 50% of salary for 3 years) and Life Assurance (3 x annual salary).
• 22 weeks paid maternity/primary parent leave and 6 weeks paid paternity leave (once relevant service requirements complete).
• Train Ticket loan (interest-free).
• Cycle to Work Scheme.
• Free shuttle bus to and from Hatfield Train Station to the Hatfield offices.
• Free shuttle bus to and from Welwyn Garden City Train Station to the Welwyn Garden City offices.
• Opportunity to participate in Sharesave and Buy as You Earn share schemes.
• 15% discount on Ocado.com and free delivery for all employees (within the first month of joining!).

Stay in the loop

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