McKesson 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 - we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring recent 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's health today, we want to hear from you.

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

📌 MC Sr. Platform Reliability/Support McKesson · CAN · Site Reliability CA$99,100–CA$132,100 3d ago (Canada)
🏢 Devopsroles
📍 Canada