COE Specialist

Ocado Technology is building the next-generation grocery ecommerce suite that´s changing the way the world shops.Ocado Group is a technology-led, global, software and robotics platform business, with a strong retail heritage. Ocado has been at the forefront of innovation in the online grocery industry since it was founded in 2000. Its retail business, Ocado.com, is one of the world’s largest online-only supermarkets with over £2,2bn annual revenue and over 795,000 active customers.The COE Specialist will be responsible to ensure relevant business systems are fully operational ensuring an efficient service to Ocado’s customers and clients and to avoid or minimise any impact to customers following system outages or incidents.This is an onsite based role, at the heart of Tokyo, and will take part in a team shift pattern to cover & support business operations 24x7.Roles & ResponsibilitiesMonitoring business systems operations Working within a team of on site systems support specialists during your shift, to ensure effective coverage of services by the teamResolution, escalation and management of logged incidentsWorking within the health & safety policies laid out by the companyIdentifying and raising system faults in appropriate systemsEnsuring the timely pickup and response to incidents from assigned teamsManaging system faults towards a timely resolutionAnalyse the performance of key on site assetsTechnical point of contact for onsite and off site teamsManaging the ticketing progress for Technical support servicesPrioritising bot recoveries and arranging recovery windowsInvestigate failed tasks and inaccessible stock and customer totesCommunicating with relevant parties to ensure visibility and a fast resolutionHighlighting and resolving pick support issuesWorking closely with engineering to resolve engineering issues and complete certain engineering tasksLiaising closely with other technology teams within Ocado to achieve the desired outcome and be a point of contact for related queriesSkills ExperienceAble to engage with the stakeholders at all levels to provide technical updates and engage with technical requestsStrong time management and organisational skills. Strong analytical and problem solving skillsExperience in a technical support capacity. Experience in hardware supportA good understanding of computing configurations, ITIL, infrastructure and the OSI model Able to drive and progress a situation towards a timely resolutionAble to engage effectively and efficiently with business staff at all levels, ensuring work is progressed in a timely fashion meeting business requirementsAbility to follow and create documentation, processes and procedures Strong technical communication abilityStrong analytical and problem solving skillsAbility to learn and think quickly as well as being very hands on when requiredExperience in a technical support / incident management roleAbility to manage and resolve technical incidents in hardware, software and networking