Sr. Platform Reliability/L3 Support

Job description

Conceptual Proactive Problem-Solver Strategic Technologically Savvy Visual Thinker <meta data-json="{"ModuleType":13,"ApplyButtonText":"Apply","JobDetailsAlign":0,"JobDetailsDate":0,"JobDetailsJobTypeId":1,"JobDetailsSelectedDate":"2026-10-15T20:31:57.119Z","JobDetailsJobDateFormat":0,"JobDetailsJobLabelId":"Job ID","JobDetailsJobDatePosting":"Date posted","JobDetailsDescriptionFormat":0,"ShowApplyLater":false,"ShowApplyMobile":true,"ShowApplyLaterMobile":false,"ShowApplyLaterWeb":false,"ApplyLaterText":"Apply Later","ApplyLaterAlign":0,"ApplyLaterSubject":"[[JOB_TITLE]] at [[COMPANY_NAME]]","PublishedCandidateCardPageId":null,"ReferrerPageId":null,"ReferrerPageButtonText":"","ShowSavedJobsIcon":false,"IconLabel":"Save for Later","OverrideCandidateCard":false,"ModulePageType":2,"ModulePageName":"AJD - Design 1","DisplayJobDateFormat":"MM/dd/yyyy","JobDetailsSelectedId":"JR0153792","ApplyUrl":"https://mckesson.wd3.myworkdayjobs.com/External_Careers/job/CAN-ON-Mississauga/Sr-Platform-Reliability-L3-Support_JR0153792/apply","JobDescription":"\u003Cp style=\u0022text-align:left\u0022\u003EMcKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve \u2013 we care.\u003C/p\u003E\u003Cp style=\u0022text-align:inherit\u0022\u003E\u003C/p\u003E\u003Cp style=\u0022text-align:left\u0022\u003EWhat you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow\u2019s health today, we want to hear from you.\u003C/p\u003E\u003Cp style=\u0022text-align:inherit\u0022\u003E\u003C/p\u003E\u003Cp style=\u0022text-align:inherit\u0022\u003E\u003C/p\u003E\u003Ch2\u003E\u003Cb\u003EAbout the Role\u003C/b\u003E\u003C/h2\u003E\u003Cp\u003EMcKesson 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\u0027s 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.\u003C/p\u003E\u003Cbr /\u003E\u003Cp\u003EThis 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.\u003C/p\u003E\u003Cbr /\u003E\u003Cp\u003EThis role sits on McKesson\u0027s 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\u0027s 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.\u003C/p\u003E\u003Cbr /\u003E\u003Ch2\u003E\u003Cb\u003EWhat You\u0027ll Do\u003C/b\u003E\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003EProvide hands-on senior production support and platform operations for enterprise platforms, serving as the escalation point for complex Level 3 incidents.\u003C/li\u003E\u003Cli\u003ELead troubleshooting, root-cause analysis, problem management, and remediation activities to improve platform stability and reliability.\u003C/li\u003E\u003Cli\u003EMonitor platform performance, availability, capacity, and service health using observability and monitoring tools.\u003C/li\u003E\u003Cli\u003ESupport and administer cloud, hybrid, and on-premises infrastructure environments while maintaining security and compliance standards.\u003C/li\u003E\u003Cli\u003ECollaborate with engineering teams to automate operational processes and improve deployment, monitoring, and recovery capabilities.\u003C/li\u003E\u003Cli\u003EManage infrastructure governance, access controls, operational standards, and platform documentation.\u003C/li\u003E\u003Cli\u003ESupport contact center and CCaaS technologies, including incident response, platform administration, and service optimization where applicable.\u003C/li\u003E\u003Cli\u003EAct 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.\u003C/li\u003E\u003Cli\u003EOwn 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.\u003C/li\u003E\u003Cli\u003EManage platform access and user lifecycle for the agent tooling (AD groups, SCIM/Okta provisioning, workspace roles) in line with McKesson security and audit requirements.\u003C/li\u003E\u003Cli\u003EUse AI-assisted tools to analyze performance and SLA data, automate routine reporting, summarize incidents, develop governance content, and accelerate root-cause investigations.\u003C/li\u003E\u003C/ul\u003E\u003Ch2\u003E\u003Cb\u003EBasic Requirements\u003C/b\u003E\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003E7\u002B years of experience in infrastructure engineering, production support, site reliability engineering, platform operations, or related technical roles.\u003C/b\u003E\u003C/li\u003E\u003Cli\u003EExperience providing Level 3 (L3) support and troubleshooting for complex enterprise production environments.\u003C/li\u003E\u003Cli\u003EStrong experience with incident management, problem management, and root-cause analysis methodologies.\u003C/li\u003E\u003Cli\u003EExperience supporting cloud platforms and enterprise infrastructure technologies.\u003C/li\u003E\u003Cli\u003EExperience 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.\u003C/li\u003E\u003Cli\u003EKnowledge of monitoring, observability, alerting, and performance management tools.\u003C/li\u003E\u003Cli\u003EExperience with infrastructure automation and scripting tools such as Terraform, Ansible, Puppet, or similar technologies.\u003C/li\u003E\u003Cli\u003EStrong understanding of infrastructure security, access management, and operational governance.\u003C/li\u003E\u003Cli\u003EBachelor\u0027s degree or equivalent combination of education and relevant experience.\u003C/li\u003E\u003C/ul\u003E\u003Ch2\u003E\u003Cb\u003EPreferred Skills / Experience\u003C/b\u003E\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003EExperience supporting Contact Center as a Service (CCaaS) platforms such as Five9, or conversational AI and virtual agent platforms such as Sierra, Genesys, or Amazon Connect, in production.\u003C/li\u003E\u003Cli\u003EExperience with Kubernetes, container platforms, and cloud-native technologies.\u003C/li\u003E\u003Cli\u003EKnowledge of network infra