Senior Platform Reliability Engineer — L3 Support

MCD McKesson Canada Corporation / La Corporation McKesson Canada; Canada; Hybrid; CAD 141,000 - 187,000; Full time

Job summary

McKesson seeks a Sr. Platform Reliability/L3 Support to maintain and enhance enterprise platforms across cloud and hybrid environments. You will lead complex investigations, drive root-cause analysis, and improve operational resilience while collaborating with engineering, platform, and business teams.

The role sits on the Contact Center AI team, focusing on AI-enabled digital agents, CCaaS, and API integrations. Strong production operations and incident management skills are essential.

Qualifications

• 7+ years of experience in infrastructure engineering, production support, site reliability engineering, platform operations, or related technical roles.

Responsibilities

• 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, and lead post-incident reviews.
• Own alerting and triage for the digital agent platform and maintain dashboards for leadership.

Skills

Platform reliability

L3 support

Cloud

SRE

Incident management

Automation tooling

Okta/SCIM

APIs

Kubernetes

Education

Bachelor's degree

Tools

Terraform

Ansible

Puppet

Sierra

Five9

Git

Job description

McKesson seeks a Sr. Platform Reliability/L3 Support to maintain and enhance enterprise platforms across cloud and hybrid environments. You will lead complex investigations, drive root-cause analysis, and improve operational resilience while collaborating with engineering, platform, and business teams.

The role sits on the Contact Center AI team, focusing on AI-enabled digital agents, CCaaS, and API integrations. Strong production operations and incident management skills are essential.