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 looking for a Manager/Senior Manager – Operations to join the Enterprise Monitoring team at Sysco LABS. You will be part of the Sysco Global Operations Center and lead a team of Operations Engineers who monitor Sysco global infrastructure and applications 24x7x365.
RESPONSIBILITIES
Building, developing, and leading a team of operations engineering resources including daily supervision, coaching, performance management and development
Taking responsibility for the enterprise monitoring (event management and monitoring) practice globally
Developing short-term and long-term strategies to improve monitoring and troubleshooting capabilities of the team
Leading the transformation from current reactive monitoring to proactive to predictive (AI Ops and self-healing)
Taking 24/7 responsibility for Global IT Infrastructure and services availability
Identifying knowledge gaps and helping train the team on operational procedures and troubleshooting techniques
Managing the support roster and resource allocation to optimize coverage and response times
Engaging in proactive communication on IT Infrastructure and services health, impacts, executive escalations, other critical analysis, reporting of KPIs and trends to Management and key stakeholders
Improving productivity by highlighting deficiencies and recommending changes in tools, training, processes and reporting
Working with engineering teams to utilize, manage and maintain application, network and performance monitoring tools to detect failures proactively and resolve them
Examining, refining, and developing the existing monitoring and response metrics
Evaluating network alarms and problem situations, resolving as required and escalating to other levels for resolution
Establishing and maintaining key relationships with strategic suppliers such as Cisco, IBM and AT&T
REQUIREMENTS
A Bachelor’s Degree in Information Technology or equivalent
Over 12+ years of experience working in a similar capacity and 5+ years of experience in leading teams in a global organization
A proven track record of improving monitoring and reducing outages by developing KPIs, introducing automations and introducing predictive capabilities
Must be highly proficient in the administration of monitoring tools and technologies, such as Datadog, Splunk and Solarwinds to drive ITIL best practices
Effective interpersonal skills and relationship-building skills
Excellent oral and written communication skills required, including the ability to explain technology topics in business terms, establish rapport with business leaders, build consensus and foster collaboration across multiple teams
Understanding of the organization’s goals and objectives and aligning team strategies to a larger vision
Must possess analytical and problem-solving abilities, with a keen attention to detail
Should be self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
Must have experience working in a team-oriented, collaborative environment
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
