Operations Engineer L1

JOB DESCRIPTION

We are seeking an Operations Engineer L1 to join the Enterprise Monitoring team within the Sysco Global Technology Operations Command Center (GTOCC). This role is responsible for monitoring and first-line operational support of Sysco’s global infrastructure and systems, ensuring high availability, rapid incident response, and adherence to defined SLAs. The L1 engineer independently resolves standard infrastructure and performance issues while escalating major or application-related incidents to upper-tier teams.

Responsibilities

Monitoring & Incident Management

• Monitor Sysco’s global infrastructure and systems using tools such as Datadog, SolarWinds, and other enterprise monitoring platforms.

• Detect, triage, and respond to incidents proactively before customer or business impact.

• Independently resolve:

• Server performance issues

• Monitoring agent issues

• Basic infrastructure and system alerts

• Escalate major incidents, complex infrastructure issues, and application-related incidents to L2/L3 teams in line with SOPs and SLAs.

Incident Response & Collaboration

• Ensure initial response and resolution targets are met for all priority levels.

• Participate in incident bridge calls and coordinate with internal and external stakeholders.

• Perform initial investigations and document findings to support faster resolution.

• Contribute to post-incident reviews and root cause analysis, including analysis via Datadog Watchdog.

Operational Excellence

• Follow and execute Standard Operating Procedures (SOPs) for known incidents.

• Maintain accurate documentation and ticket updates in ServiceNow.

• Support initiatives to improve First-Time Resolution (FTR) and reduce MTTR.

• Contribute to project-level operational improvements and initiatives tracked in Jira.

Automation & Continuous Improvement

• Apply basic scripting or automation knowledge where applicable to support monitoring improvements and operational efficiency.

• Actively participate in knowledge sharing and continuous learning initiatives.

Shift & On-Call Expectations

• Standard shift: Monday to Friday, from 10:30 AM to 7:30 PM CST

• Weekend on-call coverage required (one day per weekend, 10:30 AM – 7:30 PM CST; monthly shift rotation defined based on business needs, with prior notification provided by the team manager).

Required Qualifications

• Bachelor’s degree in Information Technology or equivalent experience.

• 2 years of experience in Operations Engineering, NOC, SRE, or similar roles.

• Strong understanding of:

• Windows Server and/or UNIX/Linux environments

• Networking fundamentals (LAN/WAN, TCP/IP, DHCP, firewalls, routing)

• Experience with an enterprise ticketing tool (e.g., ServiceNow,Jira).

• Strong communication skills in English and ability to work under pressure.

• Willingness to work in a Weekend on-call coverage required

• Excellent communication skills in English (B2+ or higher) and ability to collaborate across functions and geographies.

Skills

• Experience with Datadog, SolarWinds, or similar monitoring platforms.

• Exposure to AWS, Azure, or GCP.

• Familiarity with Jira for tracking initiatives and projects.

• ITIL certification or hands-on experience with ITIL practices.

• Basic scripting or automation knowledge (e.g., PowerShell, Bash, Python).

Benefits:

• This is a hybrid position based in Ultra Park II, Lagunilla (Heredia). On-site presence is required only when necessary, such as for meetings, trainings, or collaborative activities, in alignment with the company’s telework agreement, which currently requires employees to work on-site three (3) days per week)
• Private Medical Insurance
• Asociacion Solidarista
• Life Insurance
• Personal Day Off

Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available