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Hatfield, Hertfordshire Ocado
"Ocado Technology, powering the future of retail through sustained disruptive technology innovation"

Over the last year, we have witnessed a major transformation for Ocado Technology and the Ocado Smart Platform (OSP). From weathering the pains of customers placing their first orders, to offering an online retail solution that has helped rocket our business to the FTSE 100. Not only are we 'live' and successful for a major retailer but we are well underway in realising our vision in becoming the leading retail online platform provider, with four of the world's leading retailers already on board.

To support our continuing transformation into a major provider of technology services to retailers around the world, we are building a new organisational unit to support the mission of our Chief of Engineering Officer (CengO). This 'Office of the CengO' promotes technical & engineering alignment. The focus is on making a positive impact to the productivity and effectiveness of our development teams, both through direct services and through building and strengthening our engineering culture.

In a nutshell

"The Problem Management aims to make Ocado Technology more efficient in supporting our products"

Problem Management is a process by which the organisation can improve its response to and reduce the occurrence of systemic issues within its operation. These could be technical, procedural or behavioural and lead to Incidents, disruption or degradation of services offered.

The process is intended as a workflow that can be applied by anyone in Ocado Technology with a specific layer of high impact or high profile cases that are managed by a centralised team within Ocado Technology Operations, Problem Management. This team is responsible for the ownership, design, oversight and management of the process as a whole.

The Problem Management role in Ocado Technology is an organisationally focused role. Primary responsibilities are:

  • Oversight of the Problem Management function
  • Ownership of specific cases
  • Leading reviews
  • Coaching and Training related to Problem Management
  • Development related to Problem Management
  • Creation and Maintenance of documentation related to Problem Management
  • Reporting related to Problem Management
  • Quality Assurance of Problem Management
  • Presentation of findings to Stakeholders

We're looking for people who are passionate about growing great people and organisations, are not afraid to challenge the status quo and restlessly improve.

We are passionate about people with


  • Process Management Experience
  • Understanding of Root Cause Analysis Techniques (5 Whys, KT, Ishikawa, )
  • Problem Management Experience
  • ITIL Foundation (V2,V3,V4) Qualification
  • ITIL Problem Management Qualification
  • Familiarity with Agile methodologies
  • Familiarity with SRE practices
  • Ability to work with people at all levels
  • An open mind
  • Adaptability
  • Willingness to learn

It would be nice if you also have:

  • ITIL Foundation (V2,V3,V4) Qualification
  • ITIL Problem Management Qualification
  • Familiarity with Agile methodologies
  • Familiarity with SRE practices
  • Familiarity with (Technology) Post Mortem methodology
  • Familiarity with Lean methodologies
  • Familiarity with microservices
  • Strong verbal and written communication

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, train season ticket loan (interest-free), free shuttle bus from Hatfield train station and of course, healthy Ocado retail staff discounts.

We also have regular divisional socials, sports clubs not to mention the Ocado Technology Academy for a packed schedule of courses, conferences and events such as discussion sessions, conference briefs and external guest speakers. If you think you have what it takes to make a difference, please submit your application below.

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...... click apply for full job details

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