Technical Support Team Lead (CFC1)

Job Description:

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

This role is within Ocado’s Client Services division and forms part of the Site Support Team.

While the role is focused on one specific site, as a key member of the Site Support Leadership team, you will form part of a wider support structure that spans all operational sites both nationally and internationally. You will be required to work collaboratively in a matrix environment with your peers, at times taking the lead role for specific initiatives.

Client service’s mission is “to support and maintain Ocado’s platforms wherever they may be”.

As a TSS Supervisor, you will report directly to the Site Support Manager and will be responsible for the TSS Support staff onsite at Hatfield. You & your team will provide technical support to the Hatfield CFC. Focusing on customer service, customer satisfaction, managing customer expectations, ensuring timely workload progression and supervising team operations.

You will liaise closely with other technology teams within Ocado to achieve the desired outcome and become a point of contact for IT issues, either handling them yourself or escalating them to other IT Teams within Ocado quickly and efficiently.

Supporting an operational warehouse may include activities such as working at height and travelling to other sites both nationally and internationally, so you need to be comfortable with this. To keep up to date with your daily tasks, you will use a ticket logging system and other tools to manage the team’s workload. You will also work closely with the other Site Support teams and the business, to assist with the delivery of various projects and services.

You will be responsible for 1-2-1 meetings with TSS staff within your team. You will also manage holiday & sickness, work rotas, PDPs, and training requirements and actively encourage staff development and progression. Along with other staff-related matters in conjunction with the Site Support Manager and wider Site Support leadership team.

You may be asked to perform tasks as required by management deemed as a reasonable request.

About you

  • Able to engage with the stakeholders at all levels to provide technical updates and engage with technical requests
  • Strong time management and organisational skills
  • Team Lead or Supervisory experience.
  • Experience in hardware support and a technical support capacity
  • A good understanding of computing configurations, ITIL, infrastructure and the OSI model
  • Able to engage effectively and efficiently with business staff at all levels and to drive and progress a situation towards a timely resolution that meets business requirements
  • Ability to follow and create documentation, processes and procedures
  • Strong verbal and written communication skills at all levels
  • Strong technical, analytical, problem solving and communication skills
  • Ability to learn and think quickly for yourself, as well as being very hands-on when required
  • Ability to manage and resolve technical incidents in hardware, software and networking
  • Experience of, or an understanding of, being a good ‘People’ Manager

This would make you stand out from the crowd

  • Confidence in delivering informative, well-organised presentations to senior management
  • ITIL qualification
  • Understanding of Agile Methodologies.
  • Technical qualifications in areas such as Hardware, Software & Networking

What do I get in return?

Private healthcare; Car salary sacrifice and Cycle to Work schemes; A range of amazing benefits, including Free Shares and Life Assurance; 15% off your shopping; Company shop offering discounts of up to 70% on groceries from leading brands and major retailers; Exclusive travel, retail and leisure discounts nationwide; 22 weeks paid maternity leave and 6 weeks paid paternity leave (once relevant service requirements complete); Enhanced Pension scheme, matching employee contributions up to 7% of salary; Employee Assistance Programme

We’re in it together, we are proud of what we do, and we can be even better.

We welcome applicants from across the world. If your employment is subject to sponsorship under the UK points-based immigration system, Ocado Group will only pay for the cost of a Certificate of Sponsorship for you, including the Immigration Skills Charge (ISC) if applicable. You will be responsible for the cost of your own visa application and the Immigration Healthcare Surcharge (IHS).

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, age, disability or union membership status.

Job Category: Software Development
Job Type: Full Time
Job Location: England

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