Operational Site Support Team Lead

Do you want to support a fleet of robots doing their jobs?

Interested in working in tech but don’t have programming skills. Looking for a professional environment where bright minds meet and work with curiosity. And want to thrive in a “no blame” company culture…this role is 100% for you!

It’s in a world‑leading tech company in the heart of Sofia.

We are on a mission to change the way the world shops for good. We are a global, technology business redefining e‑commerce, fulfillment, and logistics in online grocery and beyond.

We have created the Ocado Smart Platform (OSP), an end‑to‑end online shopping platform that harnesses the power of artificial intelligence, robotics, and automation to solve the unique demands of online grocery.

In Sofia:
Ocado launched its technology development center in 2016;
Ocado launched its Operational Services Support Centre of Excellence in 2024.

We are building a team to lay the foundations of our brand‑new Operational Services Support Centre of Excellence. We are looking for specialists to join us.

Look inside our automated warehouse (Customer Fulfillment Centers).

The Operational Site Support Team Lead

Will be managing a team of support specialists who provide technical support to the technology and users within our Ocado locations worldwide.

• Managing the team workflow to maximize business and technical efficiencies
• A minimum of 3 years of experience in a similar role
• 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
• Working on rotating 12‑hour shifts (7am‑7pm; 7pm‑7am) to ensure 24/7 monitoring and support of the warehouses
• Working entirely from the office
• Providing coaching and feedback to drive quality and performance improvements
• Managing employee schedule requests and other administrative tasks as needed
• Monitoring our team KPIs 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

• Able to engage with stakeholders at all levels to provide technical updates and engage with technical requests
• Strong time‑management skills, experience in line management, and 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 enforce them within your team
• Strong verbal and written communication skills in English at all levels
• Strong technical communication, analytical skills, problem‑solving skills, and a 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, demonstrating an ability to manage and resolve technical incidents in hardware, software, and networking

• 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

• 150 € monthly allowance for food, fuel, sports card, and many other items
• Regular pay review, based on performance
• 25 days of 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 finance, legal, and mental well‑being
• Enhanced paternity and maternity leave program
• Access to Ocado share programs

The shortlisted candidates will be contacted.

All personal information will be treated confidentially.

#LI-OT

Can't find what you're looking for or not ready for a move? Join our Talent Community to stay up to date with Ocado Group news and events. You’ll also be the first to know about new opportunities – before they are posted.