Global Site Reliability Engineer

Position Title: Global Site Reliability Engineer

Position Type: Regular - Full-Time

Position Location: Toronto HQ

Requisition ID: 33066

JOB PURPOSE:

The Global Site Reliability Engineer (SRE) for Unified Communications will ensure the reliability, performance, and scalability of communication services and systems across global operations. This role focuses on designing and automating infrastructure solutions, monitoring system performance, and resolving complex issues for voice, video, and me UC platforms. The SRE will collaborate with cross-functional teams to implement best practices, optimize operational efficiency, and improve service availability, ensuring seamless communication across international locations. Key objectives include proactive monitoring, incident response, and continuous improvement of Unified Communications services.

This role requires a blend of technical expertise in IT Infrastructure, networking, unified communications, and effective communication abilities.

KEY RESPONSIBILITIES:

• System Reliability & Availability: Ensure high availability and reliability of global Unified Communications (UC) services like voice, video, and UC platforms.
• Monitoring & Automation: Develop and implement automated monitoring, alerting, and scaling systems to ensure performance and uptime.
• Incident Management: Proactively identify, troubleshoot, and resolve UC system incidents with a focus on minimizing downtime.
• Collaboration: Partner with development, operations, and network teams to improve service delivery and reliability.
• Performance Optimization: Continuously optimize infrastructure, reduce latency, and improve user experience.
• Capacity Planning & Scaling: Forecast system demand and manage the capacity to ensure scalability.
• Documentation & Best Practices: Maintain detailed documentation of system configurations, protocols, and procedures, and ensure adherence to SRE best practices.
• Security & Compliance: Ensure communication systems comply with security standards and global regulatory requirements.
• Continuous Improvement: Lead post-incident reviews and drive improvements to prevent recurring issues.
• This role combines technical expertise in Unified Communications systems with a strong focus on automation, incident resolution, and system optimization at a global scale.
• Configure, maintain and troubleshoot our entire fleet of unified communication solutions and modern workplace systems in all regions (Teams meeting rooms, Poly and Crestron equipment, Microsoft voice solutions, Mobility solutions, etc.)
• Collaborate with cross-functional teams, including architects, developers, and system administrators, to execute project requirements as per alignment with local business needs, adherence to best practices and industry standards.
• Develop a sustainable and productive working relationship with end users of all IS services.

KEY QUALIFICATION & EXPERIENCES:

• Bachelor's degree in computer science, information technology, or a related field.
• 6-8 years or more of total IT experience and minimum 5+ years of experience in Videoconferencing solutions like MS Teams meeting rooms, MS Voice and networking experience.
• Strong technical expertise in a large enterprise environment managing 150+ MTRs and 5000+ users.
  • US platforms (Teams Meeting rooms, MS Voice, SIP devices, contact center)
  • Experience configuring and/or working with Q-SYS, Crestron, Poly or similar Audio Video integration solutions utilizing Sennheiser, Shure and/or similar microphone subcomponents.
  • Proactively driving the highest availability of all services
• Proficiency in agile methodologies and tools, with the ability to develop project plans, manage resources, and track progress against milestones and deliverables.
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization about complex concepts.
• Knowledge of industry best practices and emerging trends in Voice solutions as a service, infrastructure, and operations, including Cloud, AIOps, SRE, ITSM Maturity and automations. Relevant certifications (e.g., Cloud, Agile, ITIL, SRE) are a huge plus but not mandatory.
• Experience with Direct Routing and MS Voice and Operator Connect an asset.
• Must be able to work as per business demands and on call support.
• Support a Global cross functional UC team, providing support as needed.
• Unified Communications Expertise: Strong knowledge of UC systems (e.g., VoIP, video conferencing, MS Voice, Cloud Calling) and associated protocols (SIP, RTP, Direct Routing, Operator Connect, etc.).
• SRE Practices: Experience in Site Reliability Engineering, including automation, CI/CD, and monitoring systems.
• Cloud & Networking: Proficiency in cloud platforms and networking fundamentals (TCP/IP, DNS).
• Automation & Scripting: Skills in scripting languages like Python, Bash, or PowerShell for automating infrastructure.
• Experience with Monitoring Tools: Familiarity with monitoring and observability tools (e.g., Prometheus, Grafana, Nagios, Microsoft Pro Portal, Poly Lens and Creston XIO)
• Collaboration & Communication: Strong collaboration and communication skills to work with cross-functional teams globally.
• Incident & Change Management: Experience managing incidents and leading post-incident reviews to implement continuous improvements.
• Certifications (Preferred): Industry certifications like AWS Certified Solutions Architect, Cisco Collaboration, or Microsoft Teams certifications are a plus.

McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.

McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.

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Job Family: Information Technology
Division: Global Digital Technology
Department: UC
Location(s): CA - Canada : Ontario : Toronto

Company: McCain Foods (Canada)