Senior Platform Reliability Engineer – L3 (CCaaS/AI)

Mckesson Corporation; Canada; On-site; CAD 140,000 - 187,000; Full time

Job summary

McKesson is seeking a Sr. Platform Reliability/L3 Support to maintain enterprise platforms across cloud and hybrid environments, focusing on the Sierra Agent OS, Five9, and the integrations that connect them to CRM and identity systems.

You will lead complex investigations, drive root-cause analysis, and improve operational resilience as the senior escalation point for the service desk. This role sits on the Contact Center AI team and requires hands-on production support, incident management,

Qualifications

• 7+ years in infrastructure engineering, production support, SRE, or related technical roles.
• Experience providing Level 3 (L3) support for complex enterprise environments.
• Strong incident management, problem management, and root-cause analysis skills.
• Experience supporting cloud platforms and enterprise infrastructure technologies.
• Experience troubleshooting API-based integrations in production and working with vendor support.
• Knowledge of monitoring, observability, alerting, and performance management tools.
• Experience with infrastructure automation tools such as Terraform, Ansible, Puppet.
• Strong understanding of infrastructure security, access management, and governance.
• Bachelor’s degree or equivalent combination of education and relevant experience.

Responsibilities

• Provide hands-on senior production support and platform operations as the escalation point for complex Level 3 incidents.
• Lead troubleshooting, root-cause analysis, problem management, and remediation activities to improve platform stability.
• Monitor platform performance, availability, capacity, and service health using observability tools.
• Support cloud, hybrid, and on-prem environments with a focus on security and compliance.
• Collaborate with engineering teams to automate operational processes and improve deployment, monitoring, and recovery.
• Manage infrastructure governance, access controls, and platform documentation.
• Support CCaaS technologies, including incident response and service optimization where applicable.
• Act as the L3 escalation point for production issues affecting digital agents, leading post-incident reviews.
• Own alerting and triage for the digital agent platform and maintain dashboards.
• Manage platform access provisioning (Okta/SCIM/AD) per security policies.
• Use AI-assisted tools to analyze performance, automate reporting, summarize incidents, and accelerate investigations.

Skills

L3 support

Incident management

Root-cause analysis

Terraform

Ansible

Puppet

Kubernetes

Cloud platforms

Security & governance

Automation scripting

Education

Bachelor’s degree or equivalent

Tools

Five9

Sierra Agent OS

Kubernetes

Okta

SCIM

Active Directory

Job description

McKesson is seeking a Sr. Platform Reliability/L3 Support to maintain enterprise platforms across cloud and hybrid environments, focusing on the Sierra Agent OS, Five9, and the integrations that connect them to CRM and identity systems.

You will lead complex investigations, drive root-cause analysis, and improve operational resilience as the senior escalation point for the service desk. This role sits on the Contact Center AI team and requires hands-on production support, incident management,