Operational Services Support Specialist

Ocado Group
Sofia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Time management","Customer service","Stakeholder management"]

Support operations within Ocado’s automated warehouses by monitoring systems, handling incidents, and coordinating with Engineering Operations and Tech teams to ensure 24/7 coverage and SLAs. Onsite role in Sofia, Bulgaria, with rotating shifts and a focus on technical communication, incident management, and performance reporting.

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Ocado Group
Ocado Group
4 months ago

Operational Services Support Specialist

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Last checked: 23 minutes agoStatus: Live

Job Summary

Support operations within Ocado’s automated warehouses by monitoring systems, handling incidents, and coordinating with Engineering Operations and Tech teams to ensure 24/7 coverage and SLAs. Onsite role in Sofia, Bulgaria, with rotating shifts and a focus on technical communication, incident management, and performance reporting.
Location: Sofia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Act as the key point of contact for client operational teams and coordinate with Engineering Operations and Technology teams to achieve outcomes and address queries.
  • •Coordinate with a team of site support specialists to manage work assignments, tickets, mobile robot recoveries, and recovery windows.
  • •Ensure coverage of services and attainment of related targets or service level agreements across shifts.
  • •Maintain 24/7 monitoring and onsite warehouse support through rotating shifts.
  • •Produce regular reporting on shift performance and tasks, and communicate incidents and resolutions to relevant parties.

Pay and Benefits

Perks:Health InsuranceDentalPensionLife InsuranceAnnual LeaveDisability InsuranceShare Programs

Key Requirements

  • •Great customer service with great communication skills; able to follow best business practices and engage with stakeholders at all levels.
  • •Strong verbal and written communication skills in English; able to provide technical updates and handle requests.
  • •Strong analytical skills and problem solving abilities; able to learn quickly and be hands-on when required.
  • •Ability to drive progress toward timely resolution of incidents and manage technical incidents.
  • •Nice to have: experience in software support, troubleshooting, incident support, and site support (Jira and Active Directory).
Experience:IT ServicesAutomationWarehousing
Skills:CommunicationProblem-solvingTime managementCustomer serviceStakeholder management
Languages:English
Tech Stack:JiraActive Directory

Company Brief

Ocado Group
Ocado Group provides end-to-end automation, robotics, and software solutions for online grocery retail and logistics, licensing its Ocado Smart Platform to supermarket partners worldwide while operating its own retail joint ventures.
Industry: Supply Chain Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hatfield, United Kingdom
Founded: 2000
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn