Jobs / McKesson
Sr. Platform Reliability/L3 Support
McKesson · Mississauga, ON, Canada
Mississauga, ON, CanadaExp: 7+ yrs99,100-132,100 CAD/yearlyHybrid
Remuneration
Annual bonus or long-term incentive opportunities may also be offered.
Location
Mississauga, ON, Canada
Visa sponsorship
Not specified
Job summary
This senior platform reliability role provides Level 3 production support for cloud, hybrid, and on-premises platforms powering AI-enabled digital agents across voice, chat, and email. The role leads incident response, troubleshooting, root-cause analysis, monitoring, access governance, and reliability improvements for Sierra Agent OS, Five9, and the APIs connecting them to CRM, order, and identity systems.
Benefits
Medical, dental, and vision coverageHealth spending accountsFlexible spending accounts401(k) in the United StatesPension in CanadaEmployee stock purchase planMental health programsFlexible schedulesPaid time offWellness programEducation reimbursementVolunteer opportunitiesFlexible work environment
Qualifications
- At least 7 years of experience in infrastructure engineering, production support, site reliability engineering, platform operations, or a related technical role.
- Experience providing Level 3 support in complex enterprise production environments.
- Experience with incident management, problem management, and root-cause analysis.
- Experience supporting cloud platforms and enterprise infrastructure.
- Ability to troubleshoot production API integrations using logs and traces and coordinate with internal teams and vendors.
- Knowledge of monitoring, observability, alerting, performance management, infrastructure security, and operational governance.
- Experience with infrastructure automation or scripting tools such as Terraform, Ansible, or Puppet.
- Bachelor's degree or equivalent education and relevant experience.
- Preferred experience with CCaaS or conversational AI platforms, Kubernetes, cloud-native technologies, network infrastructure, enterprise storage, DevOps or SRE practices, regulated industries, API development, identity governance tools, or AI-assisted operations.
Responsibilities
- Provide senior production operations and Level 3 escalation support for enterprise platforms and live digital agents.
- Troubleshoot agent behavior, API, telephony, transfer, authentication, and access issues.
- Lead root-cause analysis, remediation, and post-incident reviews.
- Monitor platform availability, performance, capacity, latency, containment, error rates, and service health.
- Maintain alerting, operational dashboards, triage runbooks, and platform documentation.
- Administer platform access, user lifecycle, workspace roles, and infrastructure governance.
- Collaborate with engineering teams and vendors to improve automation, deployment, monitoring, and recovery.
- Use AI-assisted tools to analyze service data, automate reporting, summarize incidents, and accelerate investigations.
Skills
AnsibleKubernetesOktaPuppetServiceNowTerraform
Degrees
Bachelor's degree or equivalent combination of education and relevant experience
Work schedule
Flexible schedules listed as a benefit
Industry
HealthcareLife sciencesContact center technologyConversational AI
Relocation
No