Operational Services Support Specialist

About Us

We are Ocado Group, and we're bringing world-class automation to online grocery. Our Ocado Smart Platform (OSP) combines cutting-edge robotics, AI, and IoT within our advanced CFCs (Customer Fulfilment Centres). We've mastered the single pick, transforming online delivery for our global partners. Join us and be part of a team pushing the boundaries of retail technology.

About the Role

Are you interested in technology and want to step into the future of retail with Ocado, home to the most advanced grocery automation on the planet! At the heart of our world-class Customer Fulfillment Centres lies ‘The Hive’—a high-tech ecosystem where fleets of bots and collaborative robotic arms process 50-item orders in a staggering 5 minutes. 

As an Operational Services Support Specialist, you will be the heartbeat of this 24/7 onsite operation. Working right from our office in Sofia on a rotating shift pattern, you will orchestrate mobile robot recoveries, smash SLAs, and dive deep into technical data to analyse asset performance and resolve system faults. If you are a proactive problem-solver who excels at cross-functional communication and thrives under the exciting pressure of keeping cutting-edge automation moving at lightning speed, this role is for you

About you

• Communication & Stakeholder Engagement: Exceptional verbal and written English communication skills, with the ability to translate complex technical updates for stakeholders at all levels.
• Incident Management & Problem Solving: Strong analytical skills to troubleshoot, manage, and drive technical incidents toward a timely resolution.
• Organisation & Delivery: Excellent time management and organizational habits to ensure work is progressed efficiently and business requirements are met.
• Adaptability & Learning Agility: A personable, flexible, and hands-on professional who learns quickly and adheres strictly to best business practices.
• Technical Support (Desirable): Experience with software, technical, or site support, including familiarity with tools like Jira and Active Directory.

What we offer

• 150 EUR monthly social allowance 
• Regular pay review, based on performance
• 25 days annual leave;
• A Luxurious Medical Plan, including health & dental coverage and an option to enroll family members;
• Life and Disability Insurance;
• Pension contribution;
• Employee Assistance Program - FREE access to professional consulting services in the field of finance, legal and mental well-being;
• Enhanced Paternity and Maternity Leave program;
• Access to Ocado Share Programs.

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