Job Title: DevOps & IT Support Specialist Location: Ontario, CAN (Mississauga area) Work: Hybrid, 3 days per week in office, 2 days remote We are looking for a DevOps & IT Operations Engineer to join Sitero's Canadian operations. This is a unique, hybrid role that combines cloud and DevOps engineering with hands-on IT support, on-premises infrastructure management, and logistics ownership for all Canadian-based hardware. You will serve as the primary technical point of contact for Sitero's Canadian offices - ensuring our cloud pipelines run reliably, our employees receive exceptional technical support, and our on-premises and facilities IT needs are met. This is a hybrid, work-from-office position based in Canada. You will collaborate closely with the global Platform & Infrastructure team, the Head of Architecture, and office leadership to deliver a seamless technology experience for Canadian staff. Essential Duties and Responsibilities DevOps & CI/CD • Contribute to and maintain CI/CD pipelines using GitLab CI/CD across Azure and AWS environments supporting Sitero's SaaS product suite. • Support GitOps workflows, trunk-based development practices, and automated deployment gates. • Assist with release branching strategy, versioning, and artefact management using GitLab Package Registry and Container Registry. • Help drive zero-downtime deployment patterns (blue-green, canary, rolling) across staging and production environments. Cloud Infrastructure (Azure & AWS) • Provision and manage cloud infrastructure on Azure and AWS using Infrastructure-as-Code - Terraform as the primary tool; Bicep/ARM for Azure-specific resources and CloudFormation/CDK for AWS-specific needs. • Manage Azure services including AKS, Azure SQL, Service Bus, Key Vault, App Service, Azure Monitor, and Azure AD. • Manage AWS services including EKS/ECS, RDS, SQS/SNS, Secrets Manager, Lambda, CloudWatch, and IAM. • Support FinOps practices - cost tagging, spend reviews, and resource optimization across both platforms. • Assist with multi-region disaster recovery (DR) architecture across Sitero's product suite. IT Support & Help Desk • Serve as the primary IT support contact for Canadian employees - owning and prioritising support tickets and resolving issues within the agreed 24-hour SLA. • Provide hands-on support for device configuration, troubleshooting, and resolution of hardware and software issues. • Support tickets related to Azure and AWS Cloud deployments and application access for Canadian users. • Maintain and continuously improve Sitero's IT knowledge base with documentation, guides, and self-help resources. • Collaborate with global system administrators to support user migrations, onboarding, and offboarding with minimal disruption. • Monitor IT support metrics and performance indicators, identifying trends and implementing process improvements. • Develop a customer-centric support culture - fostering positive, efficient user experiences for all Canadian staff. • Provide coaching and training to users on IT tools, security practices, and new services. Networking & On-Premises Infrastructure • Manage and troubleshoot on-premises networking infrastructure including switches, routers, firewalls, Wi-Fi access points, and cabling. • Administer VPNs, private endpoints, DNS, TLS/certificate management, and network security group policies. • Partner with facilities management to support AV equipment, conference room technology, and office IT needs. • Ensure network uptime, performance, and security for all Canadian office locations. Hardware Lifecycle & Shipping/Receiving • Own end-to-end management of all Canadian-based hardware - procurement, inventory, imaging, deployment, and decommissioning. • Manage shipping and receiving of all hardware (laptops, peripherals, networking equipment) for Canadian employees and offices. • Maintain an accurate hardware asset inventory and track device lifecycle from purchase to disposal in compliance with Sitero policies. • Coordinate with global IT and HR for new hire equipment readiness and hardware refresh cycles. Security & Compliance • Support DevSecOps practices: SAST, DAST, SCA, and secrets scanning integrated into pipelines. • Maintain compliance posture for SOC 2, 21 CFR Part 11, GxP, HIPAA, and GDPR controls relevant to Canadian operations. • Manage identity and access: Azure AD / Entra ID, AWS IAM, Managed Identities, and secrets vaults (Key Vault, Secrets Manager). • Support internal and external audit activities, providing evidence artefacts as required. • Enforce endpoint security policies and ensure Canadian devices meet Sitero's security standards. Observability & Incident Management • Monitor cloud and on-premises systems using Azure Monitor, AWS CloudWatch, Prometheus, and Grafana. • Participate in on-call rotation for production incidents affecting Canadian operations. Qualifications and Experience Required Experience & Education • Bachelor's degree in computer science, Information Technology, Networking, or a related field (or equivalent experience). • 3-6 years of experience spanning DevOps/cloud infrastructure and IT support or systems administration. • Demonstrable experience on both Microsoft Azure and Amazon Web Services in a production environment. • Proven track record in an IT support or user-facing technical role, with a strong focus on Windows environments, Microsoft 365, and device troubleshooting. Technical Skills • Cloud & IaC: Azure (AKS, Azure SQL, Service Bus, Key Vault, App Service, Azure Monitor, Azure AD) and AWS (EKS/ECS, RDS, SQS/SNS, Secrets Manager, CloudWatch, Lambda); Terraform (primary), Bicep/ARM, CloudFormation/CDK. • CI/CD: GitLab CI/CD (pipelines, runners, environments); GitOps tooling (ArgoCD / Flux a plus). • Containers & Orchestration: Docker, Kubernetes (AKS + EKS/ECS); Helm. • Scripting & Automation: Python, Bash, and/or PowerShell. • Observability: Azure Monitor, Application Insights, AWS CloudWatch, Prometheus, Grafana. • Networking: VLANs, VPNs, firewalls, switches, Wi-Fi administration, DNS, TLS, Private Endpoints. • End-User Support: Windows OS, Microsoft 365, laptop hardware, MDM tools, ticketing systems, ITIL practices. • Hardware Logistics: asset inventory management, imaging and deployment, shipping/receiving coordination. Preferred Qualifications • Cloud certifications: Azure (AZ-104, AZ-400, AZ-305) and/or AWS (SAA-C03, DVA-C02, SysOps). • Experience in a regulated industry - life sciences, healthcare, or fintech - with SOC 2 / 21 CFR Part 11 / GxP exposure. • Familiarity with clinical trial technology platforms (CTMS, EDC, RTSM, or eClinical SaaS). • ITIL Foundation certification or equivalent knowledge of ITIL best practices. • Experience with MDM platforms (Microsoft Intune, Jamf, or equivalent) for endpoint management. • Familiarity with service mesh technologies (Istio, Linkerd) on managed Kubernetes. • Experience with Datadog, New Relic, or similar third-party observability platforms. COMPENSATION & BENEFITS: Sitero proudly offers an impressive compensation package and benefits, including a competitive salary, paid time off, and healthcare and retirement benefits. EMPLOYMENT TYPE: Full Time, Permanent. COMMITMENTS: • Standard Hours 40 hours per week, one hour lunch, Monday - Friday. Additional hours as needed. • Willing to work in shifts as and when needed. • 3x per week in-office requirement