DevOps & IT Support Specialist

Sitero is a leading clinical research organization (CRO) delivering technology-enabled solutions for the life sciences industry. Our platform portfolio — spanning CTMS, EDC, RTSM, eConsent, Site Payments, and our AI Platform (Ash) — supports the full clinical trial lifecycle for sponsors, CROs, and research sites worldwide. We operate at the intersection of healthcare compliance and modern engineering, running production workloads on both Microsoft Azure and Amazon Web Services (AWS) with a strong emphasis on reliability, security, and regulatory integrity (SOC 2, 21 CFR Part 11, GxP, HIPAA, GDPR).

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

DISCLAIMER:

Sitero is an equal opportunity employer and welcomes all job applicants. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.