Operations Engineer L1

• 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.

• 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.

• 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.

• Apply basic scripting or automation knowledge where applicable to support monitoring improvements and operational efficiency.
• Actively participate in knowledge sharing and continuous learning initiatives.

• 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).

• 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.

• 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