Application Support Engineer

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

Basic Position Qualifications

·       Bachelor’s or associate degree in Computer Science or related discipline. 

·       5+ years relevant ITIL or equivalent experience.

Key Responsibilities

• Provide L2 Application Support for critical systems and ensure high availability and reliability.
• Incidents, problem, and changes efficiently to minimize business impact.
• Develop and maintain disaster recovery and business continuity plans.
• Leverage cloud experience to enhance system performance and scalability.
• Create and maintain SNOW dashboards and generate insightful reports.
• Implement and uphold Site Reliability Engineering (SRE) principles.
• Utilize observability tools such as Splunk and AppDynamics for monitoring and troubleshooting.
• Apply ITIL knowledge to streamline processes and improve service management.
• Demonstrated IT service and application support leadership, using sound judgement and pragmatic approaches, in complex business and technical environments.
• Create and maintain comprehensive Runbooks for operational excellence.
• Write scripts using Shell scripting or any programming language to automate tasks.
• Manage code repositories and CI/CD pipelines using GitHub.
• Expertise in Tomcat or other application servers
• Exhibit a strong sense of ownership and accountability for all tasks and responsibilities.
• Prioritize issues based on urgency vs impact to optimize resource allocation.
• Ability to deal with ambiguity and drive progress in lieu of established process and precedence.
• Ability to align different groups with different priorities and opinions to a consistent and repeatable solution or process.

Must-Have Skills and Experience

• 5+ years in L2 Application Support.
• Excellent communication, interpersonal and team building skills (e.g., effective coaching and feedback delivery).
• Proficiency in major incident management, problem management, and change management.
• Experience with disaster recovery and business continuity planning.
• Cloud experience, particularly with major cloud platforms.
• Expertise in creating and maintaining SNOW dashboards and reporting.
• Proven track record of applying Site Reliability Engineering (SRE) principles.
• Hands-on experience with observability tools such as Splunk and AppDynamics.
• Solid ITIL knowledge and application in professional settings.
• Experience with implementing and managing ITIL processes -- knowledge, incident, change, service request and major incident management.
• Ability to create and maintain detailed Runbooks.
• Proficiency in Shell scripting or any programming language.
• Experience with GitHub and CI/CD pipelines.
• Knowledge of Tomcat or other application servers.
• Demonstrable sense of ownership and accountability.
• Effective prioritization skills considering urgency and business impact.
• Proactive mindset in addressing and resolving issues.

Good-to-Have Skills and Certifications

• ITIL Foundation certification.
• Any relevant Cloud Certification(s).
• Experience with DevOps practices.
• Knowledge of Python and SQL.
• Familiarity with Mulesoft and API integrations.
• Understanding of networking concepts.
• Experience in the Pharma domain.
• Knowledge of GitHub Actions.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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