Senior Operations Engineer

JOB DESCRIPTION

Senior Technical Operations Engineer

About Sysco LABS:

Sysco LABS is the Global In-House Center of Sysco Corporation (NYSE: SYY), the world’s largest foodservice company. Sysco ranks 55th in the Fortune 500 list and is the global leader in the trillion-dollar foodservice industry.

Sysco operates 333 distribution centers across 10 countries, with 75,000 colleagues serving approximately 670,000 customer locations, including restaurants, healthcare and educational facilities, lodging establishments, entertainment venues and more. For fiscal year 2026, which ended June 27, 2026, the company generated sales of more than $84 billion.

Sysco LABS Sri Lanka delivers the technology that powers Sysco’s end-to-end operations.

Sysco LABS’ enterprise technology is present in the end-to-end foodservice journey, enabling 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 and the in-restaurant dining experience of the end-customer.

About the Team & Scope

Technical Operations safeguards the business continuity, availability, stability, and digital experience of Sysco’s critical technology platforms.

Through 24/7 operational coverage, Technical Operations provides proactive production monitoring, rapid incident detection and service restoration, application and production support, problem management, release and change support, operational readiness, hypercare, stakeholder communication, service governance, and continuous operational improvement to minimize business disruption and protect Sysco’s customer, business, and brand experience.

Technical Operations works closely with Engineering, SRE, DevOps, Platform Engineering, Product, Business, Security, Infrastructure, vendors, and other technology functions. Technical Operations primarily owns the operational management and support of production applications, while partnering with engineering functions on deeper reliability engineering, architectural remediation, platform engineering, and systemic reliability improvements.

Role Focus -Serve as the senior technical escalation point and lead complex production troubleshooting.

Responsibilities:

• Provide senior-level support for business-critical applications, managing incidents, defects, and alerts within agreed SLAs to maintain availability and business continuity.

• Act as thetechnical lead during P1/P2 and Major Incidents, leading bridge calls, triage, troubleshooting, escalation, service restoration, recovery validation, stakeholder communication, and closure while clearly communicatingcustomer and business impact.

• Lead complex investigations across front-end and back-endapplications, APIs, databases, integrations, and upstream and downstream services using logs, metrics, traces, and errors.

• Partner withEngineering, SRE, DevOps, Infrastructure, Security, Product, Business, vendors, and resolver teams to mitigate production risks and resolve escalated issues.

• Monitor applications, infrastructure, databases, ETL/data pipelines, APIs, integrations, and service dependencies usingDatadog dashboards and alerts.

• LeadProblem Management and blameless postmortems, driving corrective, preventive, and long-term remediation actions.

• Analyzeavailability, SLA, MTTA, MTTR, backlog, performance, defects, alerts, and recurring defect trends to identify risks and improve services.

• Improvemonitoring, observability, dashboards, alerts, and logging by addressing coverage gaps, noisy alerts, anomalies, and degradation trends to enable earlier detection and faster troubleshooting.

• Supportproduction releases, migrations, and changes through validation, monitoring, hypercare, and coordination of release-related defect resolution.

• Implementautomation, self-service, and AI-assisted solutions to automate repetitive activities, reduce operational toil, accelerate troubleshooting, and improve MTTR and operational efficiency.

• Drive operational and service-management improvements by improvingrunbooks, SOPs, workflows, knowledge management, incident practices, troubleshooting standards, and automation.

• MentorAssociate and Technical Operations Engineers in troubleshooting, incident management, RCA, operational practices, and stakeholder communication.

• Supportcross-functional activities, Security, Legal, Audit, and Compliance activities as a senior production and operational point of contact.

Requirements:

• Bachelor’s degree inSoftware Engineering.

• 3+ years of relevant experience in Technical Operations, Production Support, or a similar capacity.

• Strong working knowledge ofITIL/ITSM and production-support practices, including Incident, Problem, Change, Release, Service Request, Major Incident Management, postmortems, ITSM KPIs.

• Familiarity withServiceNow, Jira, Datadog, or equivalent tools.

• Demonstrated experience leading technical investigations duringP1/P2 Major Incidents, including bridge coordination, escalation, communication, and resolution.

• Advanced hands-on experience withmonitoring, logging, observability, and APM tools, including dashboards, monitors, log analysis, anomaly investigation, and alert tuning.

• Strong experience troubleshootingproduction defects, including front-end and back-end application issues and upstream and downstream service dependencies.

• Strong understanding of modernweb and mobile applications, client-server architectures, microservices, and REST APIs.

• Experience withSwagger/OpenAPI or equivalent API-testing technologies.

• Working knowledge ofcloud and container technologies, such as AWS and Docker; exposure to Kubernetes and cloud-native application environments is advantageous.

• AWS Certified Solutions Architect certification is required, andITIL 4 certification is preferred.

• Strong scripting and automation capabilities usingPython, Bash/Shell, PowerShellfor workflow automation, self-service capabilities, and toil reduction.

• Familiarity with modern web technologies and application frameworks, such asNode.js, React.js, JavaScriptfor front-end and back-end troubleshooting.

• Working knowledge ofRelease Management, Change Activities and hypercare practices in general.

• Stronganalytical, troubleshooting, problem-solving, and decision-making skills, with the ability to lead complex production investigations and make sound decisions under pressure.

• Strongverbal and written communication skills, with the ability to explain technical issues clearly to technical, non-technical, senior, and global stakeholders.

• Strongstakeholder management and collaboration skills, with the ability to partner withEngineering/L3, SRE, DevOps, Infrastructure, Security, Product, Business, vendors, and other resolver teams to drive issues to resolution.

• Demonstrated ability tomentor junior engineers, share technical knowledge, and improve team-level troubleshooting and operational practices.

• Experience working in a24/7 production-support environment, including shift-based operations, incident response, and on-call support.

Benefits: 

• 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  

• Hybrid work arrangement  

  Sysco LABS is an Equal Opportunity Employer.