Sysco Corporation (nyse:syy)
Associate Incident Manager/Incident Manager Mid - Senior Technology Operations T
Sysco Corporation (nyse:syy), Oklahoma City, Oklahoma, United States,
Mid - SeniorTechnology OperationsTHE 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 impactBeing the primary point of contact for all major incidents for all systems, infrastructure and connectivity issues at SyscoMonitoring incidents and managing the workload in your respective queues to ensure that Service Level Agreement and Operational Level Agreement are respectedInitiating and managing escalation of information and expectations by ensuring appropriate levels of communication to management and key stakeholdersProviding Post Incident Reviews and Post Incident Communications for major incidents with the focus on identifying process or operational improvementsEnsuring that incidents assigned to relevant support groups are resolved and that service is restoredFollowing up on unresolved long-standing problems and trending issues to make sure proper root cause analysis is done and permanent fixes are put in placeGetting involved in providing continuous feedback to refine incident management procedures and contributing to knowledge baseREQUIREMENTS
Bachelor’s degree in computer science/Information Technology or equivalent qualification6+ years of experience in the industry and 2+ years in the capacity of Incident ManagementExperience and knowledge of incident management principles, methodologies and toolsExposure to large-scale organizational technical operations/business consulting effortsStrong business acumen and the ability to understand organizational structure and challengesFamiliarity with Agile practices and toolsStrong analytical, logical thinking and decision-making skillsSuperior English language and communication skills - both written and verbalIncident management certification will be an added advantageBENEFITS
Performance-based annual bonusPerformance rewards and recognitionAgile Benefits - special allowances for Health, Wellness & Academic purposesPaid birthday leaveComprehensive Health & Life Insurance Cover - extendable to parents and in-lawsOverseas travel opportunities and exposure to client environments
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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 impactBeing the primary point of contact for all major incidents for all systems, infrastructure and connectivity issues at SyscoMonitoring incidents and managing the workload in your respective queues to ensure that Service Level Agreement and Operational Level Agreement are respectedInitiating and managing escalation of information and expectations by ensuring appropriate levels of communication to management and key stakeholdersProviding Post Incident Reviews and Post Incident Communications for major incidents with the focus on identifying process or operational improvementsEnsuring that incidents assigned to relevant support groups are resolved and that service is restoredFollowing up on unresolved long-standing problems and trending issues to make sure proper root cause analysis is done and permanent fixes are put in placeGetting involved in providing continuous feedback to refine incident management procedures and contributing to knowledge baseREQUIREMENTS
Bachelor’s degree in computer science/Information Technology or equivalent qualification6+ years of experience in the industry and 2+ years in the capacity of Incident ManagementExperience and knowledge of incident management principles, methodologies and toolsExposure to large-scale organizational technical operations/business consulting effortsStrong business acumen and the ability to understand organizational structure and challengesFamiliarity with Agile practices and toolsStrong analytical, logical thinking and decision-making skillsSuperior English language and communication skills - both written and verbalIncident management certification will be an added advantageBENEFITS
Performance-based annual bonusPerformance rewards and recognitionAgile Benefits - special allowances for Health, Wellness & Academic purposesPaid birthday leaveComprehensive Health & Life Insurance Cover - extendable to parents and in-lawsOverseas travel opportunities and exposure to client environments
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