Incident Manager

🕒 July 21

🤠 Texas – Remote

🤠 Texas – Remote

💵 $97.4k - $146.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Sysco

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

📦 Logistics

🏥 Healthcare

🏨 Hospitality

Logistics • Healthcare • Hospitality

Sysco is a global leader in selling, marketing, and distributing food products to restaurants, healthcare and educational facilities, lodging establishments, and other customers who prepare meals away from home. The company's extensive product portfolio also includes equipment and supplies for the foodservice and hospitality industries. With a talented workforce of over 76,000 colleagues, Sysco operates 340 distribution facilities worldwide and serves approximately 730,000 customer locations. For fiscal year 2024, Sysco generated sales of more than $78 billion. The company actively engages in sustainability efforts, partnering with food banks and advocating for farm-to-table initiatives. Sysco's mission is to support diverse communities, fight hunger, and be a trusted business partner by delivering quality products and innovative solutions.

📋 Description

• As an Incident Manager, you will be a part of the Sysco Information Technology Service Management team based in Houston, Texas, responsible for the Sysco Incident Management process. • You will be working with your global 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. • Lead, own and drive incident management bridge calls and chats with support teams, application development teams, infrastructure teams’ business teams, and senior leadership with the purpose of remediating major incidents. • Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios. • Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution. • Effectively verbalize, document, communicate and facilitate the identification, handling, status reporting, solution options and alternatives, change implementation of various incidents and problems reactively and proactively identified in the IT environment, and effectively bring them to resolution and/or closure.

🎯 Requirements

• Bachelor's degree in computer science, information technology or equivalent • ITIL Foundations certification recommended • Higher ITIL certifications will be an added advantage • 5+ years of experience in IT Support handling emails, incidents and phone calls supporting technology products • 3+ years of experience in playing the role of an Incident Manager and/or leading a support team • 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 life cycle • Technical knowledge and experience working with Windows/Linux environments, Cloud environments, SQL, Active Directory, Scripting, etc. • Network troubleshooting knowledge including LAN/WAN, DHCP, TCP/IP, Firewalls, and Routing • Cloud Services/Platforms • Monitoring tools such as Dynatrace, New Relic, DataDog, Nagios and Splunk

🏖️ Benefits

• For information on Sysco’s Benefits, please visit https://SyscoBenefits.com