THE BIG PICTURE
Sysco LABS is the captive innovation arm of Sysco Corporation (NYSE: SYY), the world’s largest foodservice company. Sysco is a Fortune 500 company and the global leader in selling, marketing, and distributing food products to restaurants, healthcare, and educational facilities, lodging establishments and other customers who prepare meals away from home. Its family of products also includes equipment and supplies for the foodservice and hospitality industries. With more than 76,000 colleagues, the company operates 334 distribution facilities worldwide and serves approximately 730,000 customer locations. For fiscal year 2024 that ended July 1, 2024, the company generated sales of more than $78.8 billion.
Operating with the agility and tenacity of a tech–startup, powered by the expertise of the industry leader, Sysco LABS is perfectly poised to transform one of the world’s largest industries.
Sysco LABS’s engineering teams based out of Colombo, Sri Lanka and Austin and Houston, TX, innovate across the entire food service journey – from the enterprise grade technology that enables Sysco’s business, to the technology that revolutionizes the way that Sysco connects with restaurants and the technology that shapes the way those restaurants connect with customers.
Sysco LABS technology is present in the sourcing of food products, merchandising, storage and warehouse operations, order placement and pricing algorithms, the delivery of food and supplies to Sysco’s global network, the in-restaurant dining experience of the end-customer and much more.
THE OPPORTUNITY
We are currently on the lookout for an Associate Incident Manager/Incident Manager to join our team.
RESPONSIBILITIES
- Owning the incident management process and ensuring system incidents are coordinated and resolved via adhering to the best practices to minimize business impact
- Being the primary point of contact for all major incidents for all systems, infrastructure and connectivity issues at Sysco
- Monitoring incidents and managing the workload in your respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
- Initiating and managing escalation of information and expectations by ensuring appropriate levels of communication to management and key stakeholders
- Providing Post Incident Reviews and Post Incident Communications for major incidents with the focus on identifying process or operational improvements
- Ensuring that incidents assigned to relevant support groups are resolved and that service is restored
- Following up on unresolved long-standing problems and trending issues to make sure proper root cause analysis is done and permanent fixes are put in place
- Getting involved in providing continuous feedback to refine incident management procedures and contributing to knowledge base
REQUIREMENTS
- Bachelor’s degree in computer science/Information Technology or equivalent qualification
- 6+ years of experience in the industry and 2+ years in the capacity of Incident Management
- Experience and knowledge of incident management principles, methodologies and tools
- Exposure to large-scale organizational technical operations/business consulting efforts
- Strong business acumen and the ability to understand organizational structure and challenges
- Familiarity with Agile practices and tools
- Strong analytical, logical thinking and decision-making skills
- Superior English language and communication skills - both written and verbal
- Incident management certification will be an added advantage
BENEFITS
- US dollar-linked compensation
- Performance-based annual bonus
- Performance rewards and recognition
- Agile Benefits - special allowances for Health, Wellness & Academic purposes
- Paid birthday leave
- Team engagement allowance
- Comprehensive Health & Life Insurance Cover - extendable to parents and in-laws
- Overseas travel opportunities and exposure to client environments
- Hybrid work arrangement
