Incident Manager at Sysco

Sri Lanka

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Foodservice, Supply Chain, TechnologyIndustries

Requirements

6+ years of experience in IT Support handling emails, incidents, and support calls for technology products (10+ years for Lead Incident Manager)
Bachelor’s degree (inferred from incomplete "Bachelor’")
Ability to effectively communicate and facilitate identification, handling, status reporting, offer solution options, and resolve critical incidents and problems
Understanding of Service Levels and ability to determine incident criticality, ensure SLA adherence, and take follow-up actions
Ability to initiate and lead incident management calls with stakeholders and provide progress updates
Ability to ensure correct resources are assigned to major incidents, identify escalation needs, and trigger escalations
Ability to work closely with service owners to provide incident summaries, short-term remediations, and long-term solution recommendations
Ability to document root cause analysis, business cases, solution strategies, incident/problem tracking, processes, and knowledge articles
Intermediate understanding of the industry, business, internal processes, and products to apply to incidents
Ability to lead support shifts, manage, and mentor Incident Analysts
Ability to work with Support Knowledge Managers to build and maintain the team knowledge database
Ability to facilitate root cause analysis and problem review meetings and provide recommendations to improve service availability
Ability to work scheduled shifts including mornings, weekends, and nights on a 24x7 roster basis

Responsibilities

Responsible for the Sysco Incident Management process
Assess the severity of reported incidents and identify relevant service owners
Initiate and lead incident management calls with relevant parties
Communicate the progress of incidents via relevant communication channels
Ensure proper closure of incidents
Carry out continuous auditing and improvements to the Incident Management process
Use incident-related data to drive improvements in automation, tooling, and processes to shorten or avoid future events

Skills

Key technologies and capabilities for this role

Incident ManagementSeverity AssessmentService Owner IdentificationBridge CallsStatus ReportingIncident ClosureProcess AuditingProcess ImprovementAutomationTooling

Questions & Answers

Common questions about this position

What is the employment type for the Incident Manager role?

The position is full-time employment.

Is this Incident Manager position remote or office-based?

This information is not specified in the job description.

What key skills are needed for the Incident Manager role?

Key skills include effectively communicating and facilitating incident handling and status reporting, understanding service levels and SLAs, leading incident management calls with stakeholders, ensuring correct resources for resolutions, and documenting root cause analysis and processes.

What is the team structure for this Incident Manager position?

You will be part of the Sysco Incident management team based in Sri Lanka.

What makes a strong candidate for the Incident Manager role?

Strong candidates have experience in incident management processes, leading critical incident calls, ensuring SLA compliance, driving process improvements using data, and working closely with service owners on resolutions and long-term solutions.

Sysco

Foodservice distribution for restaurants and healthcare

About Sysco

Sysco Corporation specializes in foodservice distribution, primarily serving restaurants, healthcare facilities, and educational institutions. The company offers a variety of products and services, including food items, kitchen equipment, and marketing support, tailored to meet the specific needs of its clients. Sysco differentiates itself from competitors by providing comprehensive solutions, such as the "Restaurants Rising Toolkit" during the COVID-19 pandemic, which helps restaurants adapt to new dining trends. The goal of Sysco is to make running a restaurant easier and more profitable for its clients.

Houston, TexasHeadquarters

1970Year Founded

IPOCompany Stage

Food & AgricultureIndustries

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Performance Bonus

Risks

Increased competition from tech-driven solutions could impact Sysco's market share.

Reliance on partnerships for technology advancements may pose risks if results are unmet.

Socially responsible investing trends may pressure Sysco to improve ESG standards.

Differentiation

Sysco offers comprehensive B2B solutions, including food products, equipment, and marketing services.

The company provides flexible payment options and waives delivery minimums for scheduled deliveries.

Sysco's 'Restaurants Rising Toolkit' supports restaurants adapting to new dining trends.

Upsides

Sysco can capitalize on the demand for plant-based and alternative protein products.

The rise of ghost kitchens offers Sysco opportunities for specialized supply chain solutions.

Digital transformation in foodservice allows Sysco to enhance service offerings and engagement.

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