We are seeking a hands-on Managed Services Lead to operate and continuously improve a cloud-native platform built on AWS and microservices architecture.
This role requires strong production operations experience, technical depth, and prior experience leading support-oriented engineering teams. You will own system stability, incident management, automation of triage processes, and operational excellence.
Key Responsibilities
- Own production operations for AWS-based microservices platforms
- Lead incident triage (P1/P2), root cause analysis, and post-incident reviews
- Build and optimize workflows in Jira Service Management (or similar ITSM tools)
- Automate ticket routing, triage, and SLA tracking
- Perform hands-on debugging using Dynatrace, AWS CloudWatch, logs, and tracing tools
- Understand and diagnose issues across application, infrastructure, and networking layers
- Mentor and guide junior/intermediate full-stack engineers with a strong support mindset
- Improve logging, monitoring, observability, and operational readiness
- Design and operate virtual and omni-channel support agents (chat, voice, AI-driven workflows)
- Leverage AI/agentic tooling to improve triage, summarization, runbook generation, and operational automation
Mandatory Experience
- Strong hands-on experience with:
- AWS (compute, networking, IAM, monitoring)
- Microservices architecture
- Dynatrace (or equivalent APM)
- Proven experience managing or operating support-focused engineering teams
- Experience leading production incident response
- Deep understanding of distributed systems and cloud-native infrastructure
- Experience with Jira Service Management or similar ticketing platforms
Ideal Profile
- Technically credible and calm under pressure
- Strong ownership mentality
- Comfortable in logs, dashboards, and light code debugging
- Process-driven but pragmatic
- Passionate about reliability, automation, and AI-driven operations
Job Type: Fixed term contract
Contract length: 6 months
Pay: $40.00-$70.00 per hour
Application question(s):
- What is your Current CAD/Hour ?
- What is your expected CAD per hour?
- How soon you can join us?
Experience:
- AWS: 3 years (required)
- Incident Triage: 3 years (preferred)
- Microservices: 1 year (preferred)
Work Location: Hybrid remote in Greater Toronto Area, ON
