Operational Site Support Team Lead
Location: Sofia, Bulgaria
Departments: Site Support EMEA
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 worldwide.
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 12-hour shifts( 7am-7pm; 7pm-7am) 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?
What’s in it for you?
- 150 EU monthly allowance you could use on food, fuel, sports card, and many other;
- Regular pay review, based on performance
- 25 days of 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.
Minimum:
- A minimum of 3 years of experience in a similar role
- 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, and 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 enforce 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, 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
