THE BIG PICTURE
Sysco LABS is the captive innovation center for Sysco Corporation (NYSE:SYY), a Fortune 100 company and the world’s largest foodservice provider with 71,000+ associates, 330+ distribution centers and over 725,000 customers in 90 countries. For fiscal 2023 that ended July 1, 2023, Sysco generated over $76 billion in sales.
Sysco LABS powers Sysco’s farm-to-fork operations and our 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.
Our technology ecosystem spans 600+ applications, monitoring and incident management across 10,000+ servers, multi-cloud – multi-platform event streaming and microservices architecture, and enterprise-grade systems that power a catalog of over 1.4 million products, 330+ distribution centers and a fleet of 14,000 IoT-enabled delivery trucks, and more.
Everything we do at Sysco LABS supports Sysco’s Purpose of ‘Connecting the world to share food and care for one another’, and our technology directly impacts millions of food consumers in a trillion-dollar, global industry.
THE OPPORTUNITY
We are on the lookout for an Operations Lead who will oversee the technical operations and incident management of Sysco’s Commercial Technology organization's software applications and services. The ideal candidate should have a strong background in ITSM and ITIL, as well as experience leading a team for high-service delivery.
RESPONSIBILITIES
- Leading and mentoring a team of operations engineers, assigning tasks and prioritizing performance improvements and career development
- Overseeing incident management, ensuring efficient handling of incidents, adherence to incident processes, and driving continuous improvements to meet SLA, MTTA, and MTTR targets consistently
- Leading problem management for production issues, collaborating with Engineering teams to implement permanent fixes
- Managing and enhancing monitoring activities to improve proactive defect detection
- Identifying and implementing automation opportunities to reduce manual efforts
- Regularly reviewing and updating standard operating procedures and protocols to ensure the team meets operational requirements effectively
- Overseeing backlog clearance, developing and maintaining run books, and conducting spot checks to uphold the highest quality of service management
- Managing change management processes, including patching and maintenance of systems
- Leading knowledge management initiatives, ensuring the team has access to essential information and best practices
- Facilitating effective communication and collaboration between stakeholders, vendors, and engineering teams to ensure smooth operations
REQUIREMENTS
- A Bachelor's Degree in Information Technology or a related field
- 4+ years of experience in a technical operations team in a people management lead role
- The ability to prioritize tasks and manage workload effectively in a fast-paced setting
- Demonstrated capability to handling pressure situations calmly and efficiently
- ITIL certification and deep understanding of ITSM processes and methodologies
- Hands-on experience with ServiceNow
- Operational proficiency in Linux, networking, scripting, SQL, and cloud computing (AWS & GCP)
- Proficiency in using monitoring tools such as Datadog or Dynatrace
- Excellent communication skills and the ability to effectively communicate with stakeholders across a global organization
- Experience in implementing automation solutions to streamline manual processes
- A continuous learning mindset to stay updated with emerging technologies and best practices in a Service Management environment
- Knowledge of Power BI or Tableau 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
Sysco LABS is an Equal Opportunity Employer.
