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Technical Support Team Leader

Ocado - Sydney, NSW

Source: uWorkin


Operational Systems Support Team Lead


This role is within Ocado’s Client services division. Client services mission is “to support and maintain Ocado’s platforms wherever they may be . This role reports into the Operational Services Manager and will initially form part of the Global Operational Services Team within Client Services. The holder of this role will be responsible for the delivery of effective operational systems & technical training, helping to build & onboard teams, assisting with new site transitions into production and ongoing service improvement as part of the Global Operational Services Team. The role will then offer the opportunity to lead and manage your own team supporting one of our warehouses.This role may involve international & national travel.

About this role

For this unique role you will need a technical support background and will learn Ocado’s operational systems deployed within our high tech warehouses. Within this role you will have a unique perspective on the setup and operations of an Ocado Smart Platform (OSP) warehouse as well as Operational Systems Support (OSS) teams. More so than anyone else working within an OSP warehouse as you will be working across different disciplines; Engineering Operations, Technical Support and Business Operations.

This role will require you to use operational awareness ensuring the effective onboarding of technical systems & training for OSS teams along with continual service alignment and improvement.

You will be involved in the interviewing and training of new OSS teams in our high tech warehouses.

The objective of this role is to initially be part of the Global Operational Services Team to assist in setting up new teams ensuring they are fully prepared to provide systems supporting services as required to Ocado’s customers and clients. You will then go on to manage your own full team.

  • Assisting in the technical training of new staff into our new warehouses
  • Assisting with hiring & onboarding new OSS teams
  • Assisting with the transition of new site systems into production
  • Always maintaining a high level of business operations & technical knowledge for our high tech CFC warehouses and keeping up to date with changes.
  • Ensuring a consistent, aligned and up to date systems training programme is achieved for delivery to OSS teams wherever they may be.
  • Ensuring OSS teams are trained and meet with the appropriate health & safety, induction requirements wherever those teams may be.
  • Working closely with members of the Global Operational Services team to achieve the desired outcome for the team
  • Liaising closely with other technology teams within Ocado to achieve the desired outcome and be the main point of contact for related queries.
  • Leading a team of technical staff to provide a high level of technical support services to the business.

What we would like to see:

  • Able to engage with the stakeholders at all levels to provide technical updates, engage with technical and systems requests.
  • Strong time management & organisational skills
  • Able to deliver technical training to newly hired staff
  • Two years experience in a technical environment
  • Good technical grounding, possible from a technical support environment
  • An understanding of computing configurations, ITIL & IT infrastructure
  • Able to understand the implications of a technical or otherwise situation and how this may impact on business services
  • Able to engage effectively and efficiently with business staff at all levels, ensuring tasks progressed in a timely fashion meeting business requirements
  • Ability to follow and create documentation, processes and procedures
  • Strong verbal and written communication skills at all levels
  • Strong ability to engage with people and effectively deliver technical & systems training.
  • Strong problem solving skills
  • Willing to travel nationally & internationally

Kudos if you have:

  • Confidence in delivering informative, well-organised presentations to senior management (desirable)
  • ITIL qualification
  • Technical knowledge in areas such as Hardware, Software & Networking

What we can offer you

Our employee benefits are designed for you, we care about people and we’ve ensured we have a wealth of benefits that focus on your well-being. Within our flexible environment we can offer technically stretching work, a competitive salary and share schemes. Benefits include pension scheme, Ocado retail staff discounts.

Due to the energising nature of Ocado's business, vacancy close dates, when stated, are indicative and may be subject to change so please apply as soon as possible to avoid disappointment.

Please note: If you have applied and been rejected for this role in the last 6 months, or applied and been rejected for a role with a similar skill set, we will not re-evaluate you for this position. After 6 months, we will treat your application as a new one.

Be bold, be unique, be brilliant, be you. We are looking for individuality and we value diversity above gender, sexual orientation, race, nationality, ethnicity, religion, age, disability or union participation. We are an equal opportunities employer and we are committed to treating all applicants and employees fairly and equally.