What You Will Do:
The Operational Systems Support Specialist will provide technical support for the user base and warehouses, primarily on site, but as part of a shift rotation model.
As our Operational Systems Support Specialist, your day-to-day responsibilities could include:
Monitoring business systems operations
Working within a team of on site systems support specialists during your shift, to ensure effective coverage of services by the team.
Resolution, escalation and management of logged incidents
Working within the health & safety policies laid out by the company
Point of contact for client operational teams and a conduit into Engineering Ops and technology
Identifying and raising system faults in appropriate systems
Ensuring the timely pickup and response to incidents from assigned teams
Managing system faults towards a timely resolution
Analyze the performance of key on site assets
Technical point of contact for onsite and off site teams
Managing the ticketing progress for Technical support services
Prioritizing bot recoveries and arranging recovery windows
Investigate failed tasks and inaccessible stock and customer totes
Communicating with relevant parties to ensure visibility and a fast resolution
Resolving technical issues as part of the OSS team
Highlighting and resolving pick support issues
Working closely with 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
This position will work a rotating 12-hour shift pattern including days, nights and weekends to support the 24/7 operation
Who You Are
To qualify for this position, you should meet the following requirements:
Minimum:
Experience in a technical support capacity
Able to engage with the stakeholders at all levels to provide technical updates and engage with technical requests
Strong time management skills and organizational skills
Experience in hardware support
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 and create documentation, processes and procedures
Strong verbal and written communication skills in English at all levels.
Strong technical communication ability
Strong analytical skills and solving skills
Ability to learn and think quickly as well as being very hands on when required.
Experience in a technical support / incident management role
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
Location
This position is located at our fulfillment center in Calgary, AB
Learn about our partnership with Sobeys:
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Check out this video about our advanced robotics technology
Ocado Solutions values diversity and is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Quebec Charter of Human Rights and Freedoms. Accommodations are available upon request for candidates taking part in all aspects of the selection process.
Ocado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran's status, or any other classification as required by applicable law.