Sysco LABS Sri Lanka

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 a Senior Analyst – IT Service Management (Problem Management) to join our team.

RESPONSIBILITIES

Performing/coordinating Proactive and Reactive Problem Management operations throughout their lifecycle
Collaborating with the stakeholders to create and implement problem-solving solutions.
Initiating and leading the Problem Management calls with various stakeholders, providing progress updates via relevant channels until problem is resolved
Chairing/presenting at weekly, bi-weekly, monthly meetings, any operational updates
Monitoring and managing problems and ensuring SLAs are met for those problems by following up with service owners
Analyzing trends, patterns, and relationships to establish opportunities for permanent fixes and improvements
Ensuring the Problem Management process is followed by the service owners and escalating any non-compliances with IT leadership
Documenting and escalating risks and lessons learned during problem investigations
Following up on permanent fixes and other such tasks until closure
Continuously governing, innovating, improving, and transforming tools, processes, procedures, and practices within the ITSM domain
Conducting trainings and awareness sessions for stakeholders on processes, policies, procedures, and practices
Contributing to other IT Service Management initiatives

REQUIREMENTS

5+ years of experience in technical support, systems administration, Software Engineering, QA, or DevOps will be a key advantage
Excellent verbal, written, and interpersonal communication skills
Strong analytical and troubleshooting skills
Knowledge of IT Service Management practices and working experience in stools such as ServiceNow, or being willing to advance your career in the ITSM domain
ITIL Foundation certification will be an added advantage
Technical awareness in working with any of the following areas 
Windows/Linux environments 
SQL, Active Directory, Scripting, etc. 
Network troubleshooting knowledge including LAN/WAN, DHCP, TCP/IP, Firewalls, and Routing 
AWS/Azure, 
Exposure to Azure DevOps features (Git-based version controlling, deployment pipelines, documentation)  
.NET/.NET Core stack and C#  
Knowledge on RESTful APIs, microservices, performance optimizations, enterprise integration principles and modern deployment strategies (containerization principles) 
Understanding of relational databases, schema design and SQL optimization, along with sufficient knowledge on NoSQL databases (MongoDB)

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

Sysco LABS is an Equal Opportunity Employer.