Operations Lead/ Site Reliability Engineering Lead

Operations Lead/ Site Reliability Engineering Lead

The Big Picture 

Sysco LABS is the Global In-House Center of Sysco Corporation (NYSE: SYY), the world’s largest foodservice company. Sysco ranks 56th in the Fortune 500 list and is the global leader in the trillion-dollar foodservice industry.  

Sysco employs over 75,000 associates, has 337 smart distribution facilities worldwide, and over 14,000 IoT-enabled trucks serving 730,000 customer locations. For fiscal year 2025 that ended June 29, 2025, the company generated sales of more than $81.4 billion.  

Sysco LABS Sri Lanka delivers the technology that powers Sysco’s end-to-end operations. Everything we do at Sysco LABS supports Sysco’s Purpose of “Connecting the world to share food and care for one another”, and our work directly impacts millions of food consumers in a trillion-dollar, global industry. 

Responsibilities: 

• Leading and mentoring a team of operations engineers, assigning tasks and prioritizing performance improvements and career development 

• Overseeing incident management, ensuring efficient handling of incidents, adherence to incident processes, and driving continuous improvements to meet SLA, MTTA, and MTTR targets consistently 

• Leading problem management for production issues, collaborating with Engineering teams to implement permanent fixes 

• Managing and enhancing monitoring activities to improve proactive defect detection 

• Identifying and implementing automation opportunities to reduce manual efforts 

• Regularly reviewing and updating standard operating procedures and protocols to ensure the team meets operational requirements effectively 

• Overseeing backlog clearance, developing and maintaining run books, and conducting spot checks to uphold the highest quality of service management 

• Managing change management processes, including patching and maintenance of systems 

• Leading knowledge management initiatives, ensuring the team has access to essential information and best practices 

• Facilitating effective communication and collaboration between stakeholders, vendors, and engineering teams to ensure smooth operations 

Requirements: 

• A Bachelor's Degree in Information Technology or a related field 

• 5+ years of experience in a technical operations team in a people management lead role 

• The ability to prioritize tasks and manage workload effectively in a fast-paced setting 

• Demonstrated capability to handling pressure situations calmly and efficiently 

• ITIL certification and deep understanding of ITSM processes and methodologies 

• Hands-on experience with ServiceNow 

• Operational proficiency in Linux, networking, scripting, SQL, and cloud computing (AWS & GCP) 

• Proficiency in using monitoring tools such as Datadog or Dynatrace 

• Excellent communication skills and the ability to effectively communicate with stakeholders across a global organization 

• Experience in implementing automation solutions to streamline manual processes 

• A continuous learning mindset to stay updated with emerging technologies and best practices in a Service Management environment 

• Knowledge of Power BI or Tableau will be an added advantage 

Benefits: 

• US dollar-linked compensation 

• 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 

• Overseas travel opportunities and exposure to client environments 

• Hybrid work arrangement 

Sysco LABS is an Equal Opportunity Employer.