Sr. Platform Reliability/L3 Support
Job in
Mississauga, Ontario, Canada
Listing for:
MCD McKesson Canada Corporation / La Corporation McKesson Canada
Full Time
position
Listed on 2026-10-17
Job specializations:
-
IT/Tech
SRE/Site Reliability, Systems Administrator, Cloud Computing: Infrastructure & Operations, IT Infrastructure
Job Description & How to Apply Below
About the Role
McKesson is seeking a Sr. Platform Reliability/L3 Support to support and enhance critical enterprise technology platforms across cloud and hybrid environments, with a primary focus on the platforms behind McKesson's AI-powered digital agents:
Sierra Agent OS, Five9, and the integrations and APIs that connect them to our CRM, order, and identity systems. This role combines infrastructure expertise with hands-on production operations, Level 3 troubleshooting, incident response, monitoring, and platform reliability. The successful candidate will lead complex investigations, drive root-cause analysis, improve operational resilience, and collaborate across engineering, platform, and business teams.
This position is ideal for a technically strong professional who thrives in high-availability environments, enjoys solving complex production issues, and leverages AI-enabled tools to improve operational efficiency, reporting, and service delivery.
This role sits on McKesson's Contact Center AI team, which is using AI and digital agent capabilities to transform and improve the end-to-end customer journey across voice, chat, and email for McKesson's businesses. The team designs, builds, and runs digital agents on Sierra Agent OS and connects them to the contact center and enterprise systems around them. When an agent, an integration, or the telephony path behind it has a problem, this role is the senior escalation point above the service desk: find the cause, restore service, and make sure it does not happen again.
Sierra is new to the market, so prior Sierra experience is a plus, not a requirement.
What You'll Do
Provide hands-on senior production support and platform operations for enterprise platforms, serving as the escalation point for complex Level 3 incidents.Lead troubleshooting, root-cause analysis, problem management, and remediation activities to improve platform stability and reliability.Monitor platform performance, availability, capacity, and service health using observability and monitoring tools.Support and administer cloud, hybrid, and on-premises infrastructure environments while maintaining security and compliance standards.Collaborate with engineering teams to automate operational processes and improve deployment, monitoring, and recovery capabilities.Manage infrastructure governance, access controls, operational standards, and platform documentation.Support contact center and CCaaS technologies, including incident response, platform administration, and service optimization where applicable.Act as the L3 escalation point for production issues affecting live digital agents (agent misbehavior, failed API or tool calls, telephony and transfer failures, authentication and access problems), working directly with the agent and integration developers and with Sierra and Five9 vendor support, and lead the post-incident review for each significant incident.Own alerting and triage for the digital agent platform: tune alerts, keep the triage runbooks the service desk follows current, and maintain the operational dashboards (availability, containment, latency, error rates) that the team and leadership use.Manage platform access and user lifecycle for the agent tooling (AD groups, SCIM/Okta provisioning, workspace roles) in line with McKesson security and audit requirements.Use AI-assisted tools to analyze performance and SLA data, automate routine reporting, summarize incidents, develop governance content, and accelerate root-cause investigations.Basic Requirements
7+ years of experience in infrastructure engineering, production support, site reliability engineering, platform operations, or related technical roles.Experience providing Level 3 (L3) support and troubleshooting for complex enterprise production environments.Strong experience with incident management, problem management, and root-cause analysis methodologies.Experience supporting cloud platforms and enterprise infrastructure technologies.Experience troubleshooting API-based integrations in production: reading logs and traces, isolating a failure to the right system, and working the issue with internal teams and vendor support.Knowledge of monitoring, observability, alerting, and performance management tools.Experience with infrastructure automation and scripting tools such as Terraform, Ansible, Puppet, or similar technologies.Strong understanding of infrastructure security, access management, and operational governance.Bachelor's degree or…
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