Sr. Platform Reliability/L3 Support

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 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’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 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 equivalent combination of education and relevant experience. Preferred Skills / Experience Experience 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. Experience with Kubernetes, container platforms, and cloud-native technologies. Knowledge of network infrastructure, Software-Defined Networking (SDN), and enterprise storage solutions. Experience with DevOps, SRE, platform engineering, or reliability engineering practices. Experience within healthcare, life sciences, or other highly regulated industries. Experience developing APIs and platform integrations. Demonstrated ability to mentor team members and influence technical decisions. Experience leveraging AI tools to improve operational processes, reporting, analytics, and incident management workflows. Experience with identity and access tooling (Okta, SCIM, Active Directory groups, SailPoint) for platform access governance. Experience routing alerts into collaboration and ticketing tools (e.g., Microsoft Teams, ServiceNow) and maintaining triage runbooks for a service desk We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here. Our Base Pay Range for this position $99,100 - $132,100 McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application. McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates. McKesson job postings are posted on our career site: careers.mckesson.com . McKesson is an Equal Opportunity Employer McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page. McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca . Resumes or CVs submitted to this email box will not be accepted. Join us at McKesson!