The Opportunity 

As a Senior Analyst – IT Service Management, you will be part of Sysco’s IT Service Management team based in Sri Lanka and will primarily provide comprehensive technical support services for various systems and platforms used by Sysco Corporation across United States, Canada & Europe.

Responsibilities:

• Performing/coordinating Proactive and Reactive Problem Management operations throughout their lifecycle
• Collaborating with stakeholders to create and implement problem-solving solutions
• Challenging Root Cause Analysis and providing pertinent suggestions and solutions through study and research
• Initiating and leading Problem Management calls with various stakeholders, providing progress updates via relevant channels until problems are resolved
• Chairing/presenting at weekly, bi-weekly, monthly meetings, any operational updates
• Monitoring and managing problems and ensuring SLAs are met for those problems by following up with service owners
• Analysing trends, patterns, and relationships to establish opportunities for permanent fixes and improvements
• Ensuring Problem Management processes are followed by service owners and escalating any non-compliances with IT leadership
• Documenting and escalating risks and lessons learned during problem investigations
• Following up on permanent fixes and other tasks until closure
• Continuously governing, innovating, improving, and transforming tools, processes, procedures, and practices within the ITSM domain
• Conducting trainings and awareness sessions to stakeholders on the processes, policies, procedures, and practices
• Contributing to other IT Service Management initiatives

Requirements:

• 3+ years of experience in technical support/systems administration will be a key advantage
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical and troubleshooting skills
• Knowledge of IT Service Management practices and working experience in tools such as ServiceNow
• DevOps knowledge will be and added advantage
• The ability to grasp new technologies and concepts
• ITIL Foundation certification will be an added advantage
• Technical knowledge and experience on working with: Windows/Linux environments, SQL, Active Directory, Scripting, etc., Network troubleshooting knowledge including LAN/WAN, DHCP, TCP/IP, Firewalls, and Routing, and AWS/Azure

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.