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Application Support Lead

Application Support Lead

Eli LillyLebanon, IN, US
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JOB DESCRIPTION

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.

Lilly’s Purpose

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 35,000 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 are looking for people who are determined to make life better for people around the world.

This is an opportunity you don’t want to miss!

Lilly is entering an exciting period of growth, and we are committed to delivering innovative medicines to patients around the world. Lilly is investing over $300 Million to create a new state-of-the-art manufacturing site for Gene Therapy, in Lebanon, Indiana. The brand-new facility will utilize the latest technology for Gene Therapy Manufacturing and Technology. This is an exciting once-in-a-lifetime opportunity to help build and operate a new site. The Lilly Lebanon Advanced Therapeutic site will be utilizing the latest high-tech equipment, advanced highly integrated and automated manufacturing systems, and have a focus on minimizing the impact to our environment.

What You Will Be Doing :

The purpose of the Application Support lead is to provide leadership and oversight of the MES(Manufacturing Execution System). The MES system is a critical system within the LP2 Manufacturing space. The Application Support lead will have responsibility over application services including multi-tiered support, vendor management, escalation of issues, change management, incident management, lifecycle management, and cyber-security. The Application Support Lead will partner with the Tech at Lilly Leaders, MES Product Owner(s), MES Developers, and the MES Architect to ensure services are optimized to meet the needs of the LP2 Site. The Support Lead will be a core member of the MES Team. The following outlines key activities for the role.

  • Ensure the health and performance of applications by setting up state-of-the-art monitoring tools, creating initiative-taking alerting systems, analyzing incident data, and enhancing defect observability.
  • Implement AI-driven operations to enhance system performance and reliability.
  • Conduct thorough performance testing and analyze performance metrics.
  • Develop robust scripts and automation tools, create self-healing mechanisms, and integrating new tools to enhance system resilience.
  • Utilize advanced analytics to predict and prevent potential issues before they impact application performance.
  • Collaborate with development, operations, and other teams to ensure smooth and efficient application operations.
  • Respond to incidents and managing them using ITIL processes.
  • Forecast resource needs, optimizing system performance, and providing 24 / 7 coverage to ensure uninterrupted application operations.

How You Will Succeed :

  • Standardizing best practices and scaling them across all supported applications.
  • Continuously identify potential issues before they become critical and implement preventive measures to mitigate risks.
  • Regularly review and refine processes, tools, and systems to ensure they are up-to-date and optimized for performance and reliability.
  • Maintain clear and open communication channels with all stakeholders, ensuring everyone is informed about the status of applications and any incidents that occur.
  • Provide guidance and training to junior team members, helping them develop their skills and knowledge in site reliability engineering.
  • Stay current with industry trends and emerging technologies and be willing to adapt and innovate to improve application reliability and performance.
  • Work with third party vendors.
  • Recommend and prioritize automated solutions to address recurring issues in supported business areas.
  • Function as lead investigator for issues deemed to have a system root cause, working with Technical SMEs, functional area SMEs and vendors to identify solutions.
  • Serve as a liaison between local and corporate systems groups, cross-functional or cross-site teams, as requested, interfacing with system owners, IT, Quality Control, Quality Assurance, Manufacturing, Automation Engineering, vendors, and other relevant functional areas. Build enterprise and cross-site connections to ensure integration and results.
  • Support team in executing with precision, speed, and simplicity, ensuring compliance with Computer Systems Validation policies, standards, procedures, and practices. Train and assist business users in proper use of applications and computerized systems.
  • Function as lead investigator for issues deemed to have a system root cause, working with Technical SMEs, functional area SMEs and vendors to identify solutions.
  • Define and track service metrics to assess services performance and to improve and refine services wherever necessary. Define and provide regular reports on the performance of the SLAs.
  • Coordinate the development, training, and exercise of disaster recovery\business continuity plans.
  • Maintain understanding of Lilly, the pharma industry, and LP2 operations enabling more effective partnership with the areas we support, continuously improving in the areas of most need, and driving competitive advantage.

    • What You Should Bring (preferred skills) :

  • DevOps practices, monitoring tools (Splunk, AppDynamics, Datadog), scripting (Python), L1 & L2 support, incident management, ITIL, and documentation skills.
  • Basic understanding\experience supporting IT platforms and databases (Oracle, SQL, etc.), operating systems (Windows, etc.), and Cisco Infrastructure. Basic understanding of CSV (Computer system Validation) & SDLC deliverables.
  • Experience with disaster recovery, business continuity planning, creating ServiceNow dashboards.
  • Good-to-have skills and certifications : ITIL Foundation certification, AWS or other Cloud Certification(s), SQL, Postman, MuleSoft, and networking concepts.
  • Strong understanding\experience supporting business critical applications such as MES (Manufacturing Execution Systems), LIMS (Laboratory Information Management Systems) and Industrial Automation Applications.
  • Ability to work on multiple concurrent project initiatives.
  • Strong customer orientation and able to manage customer expectations.
  • Experience with managing external (vendor, consultant) business partners.

    • Your Basic Qualifications :

  • BS / BA in Computer Science, Information Technology or related technical field required with a minimum.
  • Minimum of 5+ years of experience supporting GXP or critical systems.
  • Experience with Service Now and Software Lifecycle Management.

    • Other Information

  • The role is Monday through Friday and based on-site. Must be flexible in providing support to accommodate other inputs (production schedules, shutdowns, etc.). Occasionally extended hours and / or off-hour work may be required.
  • Position will be based out of Lebanon, IN site with the ability to travel to other US and global sites as required.
  • May be required to be on call after work

    • 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 (

  • ) 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 is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

    Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include : Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

    Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

    $63,750 - $145,200

    Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and / or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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    Application Support • Lebanon, IN, US