Incident Manager Jobs at Sysco LABS Sri Lanka in Western Province

Published 10 months ago

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Sysco LABS Sri Lanka company opens jobs for Incident Manager positions in the Western Province region. The type of work we provide is Full-time.

The criteria for the employees we need are having Information Technology skills with Mid-Senior level experience, as well as employees who are honest, disciplined and responsible.

The Headhunters company itself is engaged in IT Services and IT Consulting, of course if you are interested in applying for this company, you can register immediately.

Job Information

Company:Sysco LABS Sri Lanka
Position:Incident Manager
Region:Western Province
Job Function:Information Technology
Seniority Level:Mid-Senior level
Employment Type:Full-time
Industry:IT Services and IT Consulting

Job Description

Incident Manager

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 72,00 colleagues, the company operates 334 distribution facilities worldwide and serves approximately 725,00 customer locations. For fiscal year 2023 that ended July 1, 2023, the company generated sales of more than $76 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.

We are currently on the lookout for Incident Managers to join our team.

What you will be responsible for:

  • Own the incident management process and ensure system incidents are coordinated and resolved via adhering to the best practices to minimize business impact.
  • Primary point of contact for all major incidents for all systems, infrastructure, and connectivity issues at Sysco.
  • Monitor the incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
  • Initiate and manage escalation of information and expectations by ensuring appropriate levels of communication to management and key stakeholders.
  • Provide Post Incident Reviews and Post Incident Communications for major incidents with the focus on identifying process or operational improvements.
  • Ensure that incidents assigned to relevant support groups are resolved and that service is restored.
  • Follow up on unresolved long-standing problems and trending issues to make sure proper root cause analysis is done and permanent fixes are put in place.
  • Get involved in providing continuous feedback to refine incident management procedures and contribute to knowledge base.

What you need to have to apply for this position:

  • Bachelor’s degree in computer science / Information Technology or equivalent qualification.
  • 6+ years of experience in the industry and 2+ years in the capacity of Incident Management.
  • Experience and knowledge of incident management principles, methodologies, and tools.
  • Exposure with large-scale organizational technical operations / business consulting efforts.
  • Strong business acumen and ability to understand organizational structure and challenges.
  • Familiarity with Agile practices and tools.
  • Strong analytical, logical thinking and decision-making skills.
  • Superior English language and communication skills – both written and verbal.
  • Incident management certification is an added advantage.
  • ITIL certification is an added advantage.
  • Ability to operate on a 24×7 roster basis.

Why you should join Sysco LABS:

  • An attractive base compensation and benefits package which is comfortably above market rates.
  • The opportunity to work with high caliber individuals across the organization.
  • Technical training and soft skills development programs.
  • Fast career growth, recognition, and senior leadership opportunities for good performers.
  • A flexible, diverse, and entrepreneurial work environment, and a fun work culture that celebrates success regularly.


  • Bonus for overtime
  • Gain experience
  • Comfortable work environment

Job Application Information

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Company Information

Sysco LABS Sri Lanka

Sysco LABS Sri Lanka is a leading technology and innovation swiss army knife offering a wide range of digital transformation services to enterprises across the world. We deliver impactful digital experiences and solutions leveraging advanced technologies such as Data Analysis, AI, Machine Learning, Microservices, Cloud Computing, DevOps and Automation. Our clientele includes some of the largest companies in Sri Lanka and around the region. We work closely with our clients to help them re-engineer their activities, roll-out innovative products, and promote customer satisfaction.

At Sysco LABS Sri Lanka, our team consists of highly skilled and experienced software engineers, designers, product specialists and data analysts. We provide comprehensive advice on digital transformation challenges and help our clients to realize the full potential of their digital investments. Our focus is on creating holistic digital solutions that enable businesses to become more productive, efficient and agile.

We offer cutting-edge technology solutions that simplify processes, enable greater insights, reduce costs, and promote growth. We provide customer-centric and intuitive solutions with an unwavering commitment to quality and efficiency. Our core strength lies in our ability to deliver impactful solutions that enable our clients to become leading players in their respective markets.

Sysco LABS Sri Lanka continues to set the industry standard through creative solutions, world-class infrastructure, and unparalleled customer service. We are committed to staying ahead of the curve, as we continue to deliver innovative digital solutions that empower businesses, and help them compete in the digital economy.

Check other vacancies from the company: Sysco LABS Sri Lanka