Operational Site Support Specialist

This posting is for hourly paid logistics employees to apply through.

About Us

We are Ocado Technology and we empower global grocery retailers with cutting-edge cloud, robotics, AI, and IoT. Our Ocado Smart Platform (OSP) powers highly automated Customer Fulfilment Centres (CFCs), enabling efficient, single-pick online grocery delivery

About the role

As an Operations Systems Support Specialist, you'll be right at the heart of operations, working across Engineering Operations, Technical Support Services, and Business Operations within one of our highly automated Customer Fulfilment Centres (CFCs) in Bicester. You’ll manage incidents, monitor system performance, and support critical business operations, helping ensure seamless service for Ocado’s customers and clients. With every shift, you’ll play a vital role in resolving technical issues, driving improvements, and keeping innovation moving. What you’ll be doing:

• Monitor and manage business system operations, quickly identifying and escalating incidents where needed.

• Work closely with engineering and technical teams to troubleshoot and resolve hardware and software faults.

• Act as a technical point of contact for onsite and remote teams, supporting efficient communication and rapid resolution of issues.

• Prioritise and manage tasks such as bot recoveries, ticketing progress, and system fault analysis to maintain high operational standards.

• Drive continuous improvement by analysing asset performance and supporting proactive system enhancements.

This is an onsite-based role and will take part in a team shift pattern working to cover either 7:00am-15:00 or 9:00am-17:00 Monday - Friday.

About you

• Corporate IT Experience: You have a minimum of 2 years of experience working within a corporate IT function

• Technical Background: You’ll bring a background in technical support with a strong focus on hardware support and incident management.

• Knowledge Base: You possess a good understanding of computing configurations, ITIL Frameworks, infrastructure, and the OSI model.

• Incident Resolution: You are experienced in managing and resolving technical incidents across hardware, software, and networking.

• Stakeholder Engagement: You are able to ensure stakeholders at all levels are kept informed with technical updates. You’re comfortable engaging with technical requests while following (and creating!) clear documentation, processes, and procedures.

• Pressure Management: You have the ability to organise, prioritise, and manage incidents efficiently and calmly under pressure.

• Proactive Mindset: A self-starter attitude with a proactive approach to learning, troubleshooting, and contributing to a team.

• Communication Skills: You possess strong problem-solving, analytical, and technical communication skills.

What we offer

We believe in supporting our people with meaningful, flexible benefits that prioritise well-being and work-life balance. Here’s a snapshot of what you can expect:

• Time to recharge:
25 days annual leave (rising to 27 after 5 years), plus the option to buy more

• Health & wellbeing:
Private Medical Insurance from your first month, wellbeing support through specialist apps and EAP, plus Income Protection and Life Assurance.

• Family-first policies:
22 weeks paid maternity/primary carer leave and 6 weeks paid paternity leave (after qualifying period).

• Financial support:
Pension with employer matching up to 7%, share schemes (Sharesave & BAYE), and interest-free loans for train tickets.

• Commuter perks:
Cycle to Work Scheme and free shuttle buses to/from Hatfield and Welwyn Garden City stations.

• Exclusive discounts:
15% off at Ocado.com with free delivery (starting in your first month).

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.