CoE Specialist

Appealing Points:

• Opportunity to work in a dynamic tech environment supporting mission-critical systems.
• Direct collaboration with engineering and technology teams to solve real-time technical issues.
• Develop hands-on experience in system analysis, fault resolution, and technical stakeholder communication

Annual Salary: 5.5 Million and above

Job 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.
• Point of contact for client operational teams and a conduit into Engineering Ops and technology.
• 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.
• Resolving technical issues as part of the OSS team.
• 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.

Job Qualification:

• Able to engage with the stakeholders at all levels to provide technical updates and engage with technical requests
• Strong time management skills
• Strong organisational 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 verbal and written communication skills in English at all levels.
• Strong technical communication ability
• Strong analytical skills
• Strong 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.
• Ability to manage and resolve technical incidents in hardware, software and networking

• Should be ready to work in rotational shift
  Support 24/7(Shift timing)
  7am - 4 pm
  1.45 pm -10 PM
  10.15 PM -7AM

Langauge Proficiency: Business level Japanese and Business level English.

Company Description:

We’re - a global, technology business redefining ecommerce, fulfilment and logistics in online grocery and distribution industries. Our cutting-edge, proprietary technology enables our partners and customers to win in their markets, develop a competitive advantage and offer an unparalleled customer proposition.

. Skillset Required: incident management, technical support, hardware support, system monitoring, itil certified, osi model, analytical skills