Service Reliability Engineer ChatNow Program at Eli Lilly and Company

Indianapolis, Indiana, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, PharmaceuticalsIndustries

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field
2+ years of experience in IT operations, technical support, or service reliability
Experience with incident management and ticketing systems (e.g., ServiceNow)
Experience with ServiceNow or similar IT Service Management platforms for ticket management
Strong understanding of ITIL processes, especially Incident and Problem Management
Familiarity with monitoring tools
Knowledge of cloud platforms (e.g., Azure, AWS) and containerization
Excellent troubleshooting and communication skills in cross-functional environments
ITIL Foundation or Practitioner certification
Experience supporting chatbot or AI/ML-based platforms
Strong analytical and problem-solving skills

Responsibilities

Monitor system health and performance metrics for the ChatNow chatbot platform
Respond to and resolve support tickets and incidents within defined SLAs
Perform root cause analysis and document incident reports
Collaborate with development teams to escalate and resolve complex issues
Maintain and update operational runbooks and troubleshooting guides
Participate in on-call rotations and ensure high availability of the chatbot service
Implement automation scripts to reduce manual intervention and improve response times
Track and report on incident trends to inform reliability improvements

Skills

ServiceNow

ITIL

Incident Management

Problem Management

monitoring tools

Azure

AWS

containerization

SRE

root cause analysis

automation scripts

Eli Lilly and Company

Develops and delivers prescription medicines globally

About Eli Lilly and Company

Eli Lilly and Company is a global pharmaceutical company that focuses on discovering, developing, and delivering medicines to improve health. The company has a long history of scientific achievements, including the creation of insulin, the first life-saving treatment for diabetes. Lilly's operations involve extensive research and development to create new medications and enhance existing ones, ensuring they are safe and effective. Their products are primarily prescription medicines sold to healthcare providers for various medical conditions, including diabetes, cancer, and pain management. What sets Lilly apart from its competitors is its strong commitment to ethical practices and the protection of its products from counterfeiting. The company's goal is to enhance lives through innovative medical solutions while maintaining high standards of quality and ethics.

Indianapolis, IndianaHeadquarters

1876Year Founded

$1,180.1MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Competition from Novo Nordisk's Ozempic may impact tirzepatide's market share.

Potential construction delays in Indiana could affect GLP-1 drug production timelines.

Regulatory challenges may hinder Kisunla's expansion in new Alzheimer's markets.

Differentiation

Eli Lilly's rich history includes the first life-saving insulin treatment.

Lilly's strategic partnerships enhance its position in neurodegenerative disease treatments.

FDA approval of Zepbound opens new therapeutic markets for sleep disorder treatments.

Upsides

Lilly's $9 billion complex in Indiana boosts GLP-1 drug production capacity.

Kisunla's approval in China expands Lilly's Alzheimer's treatment market in Asia.

Collaboration with EVA Pharma enhances Lilly's reputation as socially responsible.

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