Who We Are
Ocado is a UK based company admitted to trading on the London Stock Exchange (Ticker OCDO). It comprises one of the world's largest dedicated online grocery retailers, operating its own grocery and general merchandise retail businesses under Ocado.com and other specialist shop banners, together with its Ocado Solutions division.
The Ocado Solutions division is responsible for providing Ocado's innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our major retailer clients around the world. OSP comprises access to Ocado's physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business.
Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world. We have partnered with Sobeys in Canada and the Kroger Family of Companies in the US to help redefine the grocery customer experience through the adoption of the centralized, automated model of online retailing provided by the Ocado Smart Platform.
Come join us as we build our North American team, bringing world-class innovation and technologies to one of the most exciting global markets for e-commerce.
What You Will Do
The CoE Team Manager will be managing a team of support specialists who provide technical support to the technology and users within our Ocado locations world-wide.
As our CoE Team Manager, your day-to-day responsibilities could include:
- Managing the team workflow to maximize business and technical efficiencies
- Communicating, and implementing new policies and procedures through both verbal and written documentation
- Managing a team of on-site systems support specialists to ensure effective coverage of support services
- Providing coaching and feedback to drive quality and performance improvements
- Managing employee schedule requests and other administrative tasks as needed
- Monitoring our team KPI's and working to improve those metrics
- Escalating and prioritizing incidents based on impact to operations
- Ensuring the health and safety of staff within your team
- Working closely with on-site engineering to resolve engineering issues and complete certain engineering tasks
- Liaising closely with other technology teams within Ocado to achieve the desired outcome and be a point of contact for related queries
Who You Are
To qualify for this position, you should meet the following requirements:
Minimum:
- Able to engage with the stakeholders at all levels to provide technical updates and engage with technical requests
- Strong time management skills, experience in line management; strong organizational skills
- A good understanding of computing configurations, ITIL, infrastructure, and the OSI model
- Able to drive and progress a situation towards a timely resolution
- Able to engage effectively and efficiently with business staff at all levels, ensuring work is progressed in a timely fashion meeting business requirements
- Ability to follow documentation, processes, and procedures, and enforcing them within your team
- Strong verbal and written communication skills in English at all levels
- Strong technical communication leaders; analytical skills, problem-solving skills, self-starter.
- Ability to learn and think quickly as well as being very hands-on when required.
- Experience in a technical support/incident management role, and demonstrating an ability to manage and resolve technical incidents in hardware, software, and networking.
Preferred (in addition to minimum)
- Confidence in delivering informative, well-organized presentations to senior management (desirable)
- ITIL qualification
- An aptitude for completing and learning simple engineering tasks
- Technical qualifications in areas such as Hardware, Software & Networking
Location
This position is located in Atlanta GA.
What We Offer
- 401k plan matching 100% up to 5% with no vesting period
- Paid Vacation and Sick Days
- 10 Paid Public Holidays
- Medical, Dental, and Vision Insurance
- Health Spending Account: Company Contribution of $500/$1000 family plan
- Company Paid Life Insurance
- Company Paid Life Insurance
- Short Term Disability Insurance
- Long Term Disability Insurance
- Employee Assistance Program
Ocado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran's status, or any other classification as required by applicable law.