Lead Cloud Operations Engineer

Customer Success Gatineau/Ottawa, Canada


 About Us:

Our mission is to elevate leading brands through unforgettable digital connections with their customers. Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.


Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today. The Sitecore values  are what drive and unite us across the globe.


About the Role/ The Opportunity:

Your core responsibility is to ensure flawless SAAS services and L2 incident management for your specific region. You will have a team of junior engineers reporting into you who will help you achieve this objective. We expect you to coach these engineers both from a technical and people management point of view. In some cases, you will be executing more complex SAAS services and incident resolutions yourself, as the most senior engineer of your team. The role also involves communication with Sitecore partners and customers, including potential escalation handling.

You will collaborate with global colleagues from the SAAS operations team, as well as with colleagues from product engineering, product management and platform engineering.

As a leader of the team providing Sitecore’s global 24/7 coverage, your work hours and schedule may vary according to the company’s needs and in compliance with local legal requirements, and you may on occasion be required to work hours or shifts outside your regular schedule. You will be paid any overtime or additional compensation or offered time off in lieu, to which you may be entitled based on your work hours, in accordance with applicable law and company policy.


What You’ll Do:

  • Ensure flawless SAAS services and L2 incident management for your specific region
  • Technical and people leadership for your team
  • Quality assurance of the work delivered by your team
  • Partner and customer communication, including escalation handling
  • Documentation of process, environment, and run books


What You Need to Succeed

  • Proven track record in L1 or L2 support
  • Experience in Azure and/or AWS Cloud Technologies
  • Experience in containerization and microservices technologies
  • Strong working knowledge of Linux and understanding of Linux-based software stacks
  • Knowledge about Infrastructure automation frameworks like Ansible, Terraform, etc.
  • Excellent written and spoken knowledge of English
  • Superior problem solving and troubleshooting skills


Additional Skills That Could Set You Apart:

  • Bachelor’s degree in a technical field
  • Knowledge of monitoring technologies
  • Knowledge about NoSQL databases like Redis, ElasticSearch, MongoDB, etc.
  • Hands-on experience with ITSM tools like Jira Service Desk, Service Now, etc.
  • Knowledgeable about on-call management tools like OpsGenie, PagerDuty, etc.


Why you should click ‘Apply’:

  • We are passionate about new technologies and growing! We are tapping into an exciting $30B market opportunity that is still very much in its infancy and feel It’s never been a better time to join Sitecore as we look to grow by 30% YoY. Growth for us means growth for you and your career.
  • Great team and company culture! You can find out more about our company culture, a typical day in the Engineering team, and our commitment to creating a diverse and inclusive workplace, on our YouTube Channel. Thanks to the work of every employee globally, Sitecore has been recognized for award-winning Culture by Comparably.
  • Great benefits! We offer a competitive compensation package including competitive base salary, annual bonus, and strong benefits program.


Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.