Senior Operations Engineer
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.
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.
The Opportunity
We are looking for a Senior Technical Operations Engineer to support Sysco Shop, Sysco’s global e-commerce platform. This role is critical in ensuring high availability, performance, and reliability of the platform across the US, Canada, and Europe.
You will operate at the intersection of Operations, Engineering, and SRE, driving stability, reducing operational toil, and improving system resilience at scale.
Responsibilities:
- Own the end-to-end incident lifecycle for the Sysco Shop platform including triage, investigation, mitigation, resolution, and service restoration within defined SLAs.
- Lead and coordinate Major Incident response, ensuring timely resolution, stakeholder communication, and executive-level updates during high-severity incidents.
- Perform deep root cause analysis for production issues and partner with engineering teams to ensure permanent fixes are implemented and tracked to closure.
- Drive blameless postmortems, ensuring actionable corrective and preventive measures are implemented and continuously improved.
- Monitor application and infrastructure health during critical business hours, proactively identifying anomalies and mitigating customer impact.
- Support release validation and change management, ensuring production readiness and minimizing deployment risk.
- Identify and drive service management improvements, reducing manual effort and improving operational efficiency.
- Reduce operational toil through automation initiatives and adoption of AI-driven capabilities for anomaly detection, incident triage, RCA acceleration, and predictive insights.
- Provide 24/7 on-call support on a rotating roster to ensure continuous platform availability.
Requirements:
- Bachelor’s degree in Software Engineering.
- 4 years of experience in technical application support, particularly in e-commerce or web applications.
- ITIL certification (preferred).
- Operations Tool Stack: JIRA, ServiceNow, Datadog, Salesforce, Okta.
- Extensive experience in incident management, release management, postmortems, and root cause analysis.
- Strong analytical skills for effective problem-solving and decision-making under pressure.
- Expertise in collaborating with L3 engineering teams to implement long-term fixes and document resolutions.
- Strong understanding of modern application architectures and microservices, with hands-on experience in API troubleshooting.
- Familiar with Node.js and React.js to troubleshoot front-end issues.
- Proficient in using API testing tools such as Postman, Swagger, or API Gateway.
- Excellent proficiency in both verbal and written communication, engaging effectively with a global audience.
- Additional Skills: Proficient in SQL and scripting (Shell or Python).
- Willingness to work on a 24/7 rotating roster.
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.
Skills Required
- Bachelor's degree in Software Engineering
- 4 years of experience in technical application support
- ITIL certification
- Experience in incident management, release management, and root cause analysis
- Strong understanding of modern application architectures and microservices
- Familiar with Node.js and React.js
- Proficient in API testing tools such as Postman or Swagger
