- Monitor Sysco’s global infrastructure and systems using tools such as Datadog, SolarWinds, and other enterprise monitoring platforms.
- Detect, triage, and respond to incidents proactively before customer or business impact.
- Independently resolve:
- Server performance issues
- Monitoring agent issues
- Basic infrastructure and system alerts
- Escalate major incidents, complex infrastructure issues, and application-related incidents to L2/L3 teams in line with SOPs and SLAs.
- Ensure initial response and resolution targets are met for all priority levels.
- Participate in incident bridge calls and coordinate with internal and external stakeholders.
- Perform initial investigations and document findings to support faster resolution.
- Contribute to post-incident reviews and root cause analysis, including analysis via Datadog Watchdog.
- Follow and execute Standard Operating Procedures (SOPs) for known incidents.
- Maintain accurate documentation and ticket updates in ServiceNow.
- Support initiatives to improve First-Time Resolution (FTR) and reduce MTTR.
- Contribute to project-level operational improvements and initiatives tracked in Jira.
- Apply basic scripting or automation knowledge where applicable to support monitoring improvements and operational efficiency.
- Actively participate in knowledge sharing and continuous learning initiatives.
- Standard shift: Monday to Friday, from 10:30 AM to 7:30 PM CST
- Weekend on-call coverage required (one day per weekend, 10:30 AM – 7:30 PM CST; monthly shift rotation defined based on business needs, with prior notification provided by the team manager).
- Bachelor’s degree in Information Technology or equivalent experience.
- 2 years of experience in Operations Engineering, NOC, SRE, or similar roles.
- Strong understanding of:
- Windows Server and/or UNIX/Linux environments
- Networking fundamentals (LAN/WAN, TCP/IP, DHCP, firewalls, routing)
- Experience with an enterprise ticketing tool (e.g., ServiceNow,Jira).
- Strong communication skills in English and ability to work under pressure.
- Willingness to work in a Weekend on-call coverage required
- Excellent communication skills in English (B2+ or higher) and ability to collaborate across functions and geographies.
- Experience with Datadog, SolarWinds, or similar monitoring platforms.
- Exposure to AWS, Azure, or GCP.
- Familiarity with Jira for tracking initiatives and projects.
- ITIL certification or hands-on experience with ITIL practices.
- Basic scripting or automation knowledge (e.g., PowerShell, Bash, Python).
Benefits:
- This is a hybrid position based in Ultra Park II, Lagunilla (Heredia). On-site presence is required only when necessary, such as for meetings, trainings, or collaborative activities, in alignment with the company’s telework agreement, which currently requires employees to work on-site three (3) days per week)
- Private Medical Insurance
- Asociacion Solidarista
- Life Insurance
- Personal Day Off
Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available
Skills Required
- Bachelor's degree in Information Technology or equivalent experience.
- 2 years of experience in Operations Engineering, NOC, SRE, or similar roles.
- Experience with Datadog and/or SolarWinds monitoring platforms.
- Experience with enterprise ticketing tools (ServiceNow, Jira).
- Strong understanding of Windows Server and/or UNIX/Linux environments.
- Networking fundamentals (LAN/WAN, TCP/IP, DHCP, firewalls, routing).
- Basic scripting or automation knowledge (PowerShell, Bash, Python).
- Excellent communication skills in English (B2+ or higher).
- Willingness to support weekend on-call coverage.
- Exposure to AWS, Azure, or GCP.
- ITIL certification or hands-on experience with ITIL practices.
Sysco Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sysco and has not been reviewed or approved by Sysco.
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Healthcare Strength — Multiple national medical plan options with telehealth, behavioral health resources, and targeted programs indicate broad coverage and support. Preventive care access and ancillary offerings (dental, vision, Rx advocacy) further reinforce the package.
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Retirement Support — A 401(k) with automatic company contributions plus a match, alongside an employee stock purchase plan, underscores solid retirement support. At union locations, enhanced pension terms add to perceived long‑term value.
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Pay Growth & Progression — Recent collective bargaining outcomes with substantial wage increases demonstrate meaningful pay progression where contracts apply. In high‑volume markets, incentive structures can amplify earnings beyond base rates.
Sysco Insights
What We Do
Sysco is the global leader in selling, marketing and distributing food and related products to customers who prepare meals away from home. This includes restaurants, healthcare and educational facilities, lodging establishments, entertainment venues, and more. Sysco operates almost 340 distribution centers, in over 10 countries, with 76,000 colleagues serving approximately 730,000 customer locations. The company generated sales of more than $81 billion in fiscal year 2025 that ended June 28, 2025. As the world’s largest food-away-from-home distributor, Sysco offers customized supply chain solutions, bespoke specialty product offerings, and culinary support to drive customers to innovate and optimize their operations. We act as a trusted business partner to our customers, helping them grow through our industry-leading portfolio that includes fresh produce, premium proteins, specialty products, sustainably focused items, equipment and supplies, and innovative culinary solutions. For more information, visit www.sysco.com. For important news and key information for Sysco investors, visit the Investor Relations section of the company’s website at investors.sysco.com.
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