Operational Systems Support Shift Leader

5 months ago

Aveley, United Kingdom Ocado Group Full time

**Operational Systems Support Shift leader**

We are investing in new systems, processes and ways of working that will improve, support and sustain our operations and the Operational Site Support Shift Leader role will be key in meeting the demands of our clients, at a local and global level. You will work closely with local Fulfilment Centre and global stakeholders to ensure business systems are fully operational. This provides an efficient service for our clients, avoiding or minimising any impact to customers

**Working Hours**

This is an onsite based role and will take part in a team shift pattern to cover operations 24x7.

**What you will be doing**

Within this role you will have a unique perspective, more than anyone else working within a CFC as you will be working across three different disciplines; Engineering Operations, Technical Support Services and Business Operations. This role will require you to use technical and operational awareness ensuring effective management of incidents and to communicate with a range of stakeholders. This role will be at the centre of client operations.

The objective of this role is 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. To achieve this you will be managing warehouse incidents and tasks across multiple disciplines- Being the key point of contact for Client operational teams, working closely with Engineering Operations and Technology teams to achieve desired outcomes and be a point of contact for related queries- Leading a team of up to 8 site support specialists during your shift, including assignment of work and workforce management (including tickets, bot recoveries and arranging recovery windows)- Line management of the respective shift, including: rota scheduling (shared between other shift leaders), approval of holiday and absence requests, return to work reviews, 1-2-1’s and PDPs.- Working in and with the support specialist team to ensure effective coverage of services and fulfilment of related targets or service level agreements- Ensuring the timely pickup and response to incidents from assigned teams or specialists- Timely response to queries and requests raised by the client or support teams- Monitoring business systems operations- Identifying and raising system faults, in appropriate platforms- Managing system faults towards a timely resolution- Resolution, escalation and management of logged incidents- Analysing the performance of key on site assets- Investigating failed tasks and inaccessible stock and customer totes- Communicating with relevant parties to ensure visibility and a fast resolution- Highlighting and resolving pick support issues- Providing hourly/daily/weekly reporting on shift performance and tasks- Ensuring routine tasks, maintenance and administration is undertaken to design specifications.- delegation of tasks, managing the workflow.

**What we are looking for**- Demonstrable ability to lead small teams- Excellent customer service with good communication skills- Personable, open and flexible and able to follow best business practice- Ability to create good stakeholder and relationship management with the ability to engage at all levels to provide technical updates (in particular in the absence of the Centre of Excellence manager)- Experience in technical support, incident support and site support- Experience in hardware and software support-
- Ability to drive and progress a situation towards a timely resolution- Ability to follow and create documentation, processes and procedures- Strong analytical skills and problem solving skills.- Ability to manage and resolve technical incidents in hardware, software and networking- Confidence in delivering informative, well-organised presentations to senior management (desirable)- ITIL qualification (desirable)- An aptitude for completing and learning simple engineering tasks- Technical qualifications in areas such as Hardware, Software & Networking

**What we can offer you**

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

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