IT Technical Support Specialist (Internal Title: COE Specialist)

BUSINESS FLUENCY (JLPT N2 LEVEL OR ABOVE) IN JAPANESE REQUIRED FOR THIS ROLE

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 & Responsibilities

Monitoring business systems operations

Working within a team of on site systems support specialists during your shift, to ensure effective coverage of services by the team

Resolution, escalation and management of logged incidents

Working within the health & safety policies laid out by the company

Identifying and raising system faults in appropriate systems

Ensuring the timely pickup and response to incidents from assigned teams

Managing system faults towards a timely resolution

Analyse the performance of key on site assets

Technical point of contact for onsite and off site teams

Managing the ticketing progress for Technical support services

Prioritising bot recoveries and arranging recovery windows

Investigate 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

Working closely with 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

Skills experience

Able to engage with the stakeholders at all levels to provide technical updates and engage with technical requests

Strong time management and organisational skills. Strong analytical and problem solving skills

Experience in a technical support capacity. Experience in hardware support

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 and create documentation, processes and procedures

Strong technical communication ability

Strong analytical and problem solving skills

Ability to learn and think quickly as well as being very hands on when required

Experience in a technical support / incident management role

Ability to manage and resolve technical incidents in hardware, software and networking

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