Sysco Incident Manager - Corporate - US in Houston, Texas
US6469 Sysco Payroll, Division of Sysco Resources Services, LLC
At Sysco, we offer our associates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We are looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.
About the Role
As an Incident Manager, you will be a part of the Sysco Incident and Change management team based in Houston, Texas, and responsible for the Sysco Incident Management process. You will be working with your incident management team to assess the severity of reported incidents, identify relevant service owners, initiate and lead incident management calls with relevant parties, communicate the progress of the incidents via relevant communication channels, ensure proper closure of those incidents and continuous auditing and improvements to Incident Management process. Using data learned from those incidents you will drive further improvements into our automation, monitoring, and processes to proactively identify and resolve critical incidents.
Ability to effectively verbalize, document, communicate and facilitate the identification, handling, status reporting, solution options and alternatives, change implementation of various critical incidents and problems reactively and proactively identified in the IT environment, and effectively bring them to resolution and/or closure.
Understand the Service Levels, determine the criticality of an incidents, ensure incidents are addressed within agreed SLAs by the service owners, and taking follow-up actions until incidents are resolved.
Initiate and lead the incident management calls with various stakeholders, provide progress updates via relevant channels until incident is resolved for active critical incidents .
Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.
Work closely with Service Owners to deliver a clear, concise picture of incidents and the short-term remediation applied; ensure problem prevention methods and mitigation strategies are continually applied to improve application availability and make recommendations on long-term solutions.
Effectively document root cause analysis, business cases, solution strategies, incident and problem tracking, processes, procedures, and knowledge articles associated with implementing fixes and solutions to existing or predicted IT incidents and problems.
Facilitate routine root cause analysis and problem review meetings and provide recommendations to service owners to improve the service availability.
Build and maintain an intermediate level of understanding of the industry, business, internal processes and products, and apply this knowledge to incidents as they are reported to determine best course of action.
Work with Support Knowledge Managers to build the team knowledge database.
Lead the Support Shifts, managing the work of Incident Analysts, and mentor Incident Analysts to effectively perform the job during the shift.
Ability to work scheduled shifts including mornings, weekends and nights.
Bachelor's degree in CS or equivalent
5+ years of experience in IT Support handling emails, incidents and phone calls supporting technology products.
2+ years of experience in playing the role of an Incident Manager and leading a support team.
ITIL Foundations certification recommended. Higher ITIL certifications will be an added advantage.
Superior English language and communication skills - both written and verbal .
Skills with the ability to articulate technical solutions for both technical and non-technical audiences.
Highly motivated, self-directed and responsible contributor.
Ability to direct cross-functional resources through incident closure with proper RCA and through the problem management lifecycle.
Technical knowledge and experience on working with
SQL, Active Directory, Scripting, etc.
Network troubleshooting knowledge including LAN/WAN, DHCP, TCP/IP, Firewalls, and Routing
Monitoring tools such as Dynatrace, New Relic, DataDog, Nagios and Splunk
Candidates who start work in the months of May and June 2021 may be eligible for medical and prescription drug plan coverage effective on their date of hire*. Standard eligibility rules and timelines apply to all other Sysco benefits, including additional healthcare benefits options, retirement benefits, vacation, and paid sick leave. Please visit https://syscobenefits.com/careers to view additional benefits information. *Exceptions/exclusions may apply
HOW WE PROTECT OUR ASSOCIATES
Personal protective equipment and masks provided
Social distancing guidelines in place
Sanitizing, disinfecting, and cleaning procedures in place
Sysco is the global leader in foodservice distribution. With over 57,000 associates and a fleet of over 13,000 vehicles, Sysco operates approximately 326 distribution facilities worldwide and serves more than 625,000 customer locations.
We offer our associates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We’re looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.
AFFIRMATIVE ACTION STATEMENT:
Applicants must be currently authorized to work in the United States.
We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.
This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.