Staff Site Reliability Operations

Description

The company has spent over 25 years in computer graphics, PC gaming, and accelerated computing, and is now applying AI to its GPUs, which power computers, robots, and autonomous vehicles.

The team is hiring a Site Reliability Operations Technical Lead, a senior individual contributor for reliability and support at the Toronto, Canada site.

This role owns local technical service delivery, is the final support point before regional and global platform teams, and sets the technical direction for site support engineers.

Responsibilities

• Run the site's daily operations, including incidents, requests, critical issues, and support coverage, and answer for queue health, SLA attainment, backlog, and service quality.
• Manage site assets and inventory across their lifecycle, including refresh, procurement, and compliance.
• Serve as Tier 3 escalation owner for the site and AMER across identity (AD, hybrid Entra ID, GPO, Kerberos/LDAP, SSO, MFA), messaging (Exchange hybrid mail flow, mailboxes, SMTP relay), compute (Windows, Linux, macOS, virtualization, storage, and hands-on datacenter and lab hardware), and endpoint (M365, Teams, Intune, Autopilot, imaging through migrations), fixing root causes permanently instead of repeating break-fix.
• Own endpoint compliance, vulnerability remediation, patch management, and hardening, plus audit readiness and evidence, and work with InfoSec on incident response and privileged access.
• Take critical issues to global platform teams and vendors with reproduction steps and diagnostic evidence until a fix is committed.
• Lead the site SRO engineers: set standards, review their work, unblock them, grow their diagnostic skills through mentoring, and maintain the site knowledge base and runbook library.
• Be the main technical contact for site IT, working with employees, site and executive leadership, Facilities, Security, HR, and Procurement on incidents, planned changes, onboarding, moves, and office and lab expansions.
• Build automation in PowerShell, Python, or Bash for diagnostics, remediation, health checks, and reporting. Use ticket and reliability trends to remove the biggest recurring causes, and push for AI-driven and agentic solutions that support SRO strategy.
• Represent site and AMER priorities in regional and global IT initiatives, standards, and architecture forums, and make operational decisions when the manager is away.
• Lead the site through major incidents, run root cause analyses, brief executives during incidents, and report site risk to IT leadership.
• Lead site-level projects and represent local needs in global initiatives.

Requirements

• 8+ years in enterprise support engineering, infrastructure, or end user services, including 5+ years in a senior, lead, or escalation-tier role across multiple sites.
• Hands-on depth in Active Directory and hybrid Entra ID, Exchange hybrid, Windows and Linux servers, virtualization, enterprise storage, and datacenter hardware.
• Experience with enterprise endpoint management (Intune, Autopilot, MECM/SCCM, Jamf, or equivalent), Windows 11, and the Microsoft 365 ecosystem, plus endpoint security and vulnerability remediation.
• Support experience with databases, and networking knowledge covering DNS, DHCP, VLAN, wireless, firewall policy, and switch-level troubleshooting.
• Scripting in Python, PowerShell, or Bash applied to real support problems, and experience with ServiceNow or a similar ITSM tool.
• Technical leadership without formal authority, clear executive-level communication during incidents, and the discipline to find root causes rather than just clearing symptoms.
• Willingness to work on-site and hands-on, including lifting and moving equipment, to join an on-call rotation, and to support after-hours maintenance windows and cutovers.
• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience.
• Nice to have: experience supporting engineering, lab, R&D, or manufacturing environments with specialized equipment and non-standard availability needs.
• Nice to have: experience as local technical lead through a site buildout, relocation, or major migration, or influencing global standards and tooling roadmaps for site and regional needs.
• Nice to have: experience with executive support programs, AV and hybrid conference room technology, or build automation with measurable efficiency gains.

Conditions

Base salary is set by location, experience, and the pay of employees in similar roles, within a range of 100,000 CAD to 150,000 CAD.

Applications are accepted at least until October 27, 2026.

This is an existing vacancy.

The company uses AI tools in its recruiting process.

The company is an equal opportunity employer.