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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.

The Service Reliability Engineer (SRE) for ChatNow is responsible for maintaining the operational stability and performance of the ChatNow platform. This role focuses on responding to support tickets and incidents, diagnosing issues, and implementing timely resolutions to ensure minimal disruption to end users. The SRE collaborates closely with the Service Delivery Lead as well as engineering and product teams to identify root causes and drive continuous improvements.

What You'll Be Doing** **:

+ 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

What You Should Bring** **:

+ 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

Basic 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)

Additional Information** **:

+ Position located in Indianapolis, Indiana working in a hybrid model

+ **Availability to work flexible work hours is required** . This **team** will support continuous operations and therefore, this **role** **will require non-standard work hours** **(11:30 AM – 7:30 PM ET)** **,** and some work on **weekends and holidays** .  Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable.

+ Travel may be required periodically

Organization Overview** **:

Tech at Lilly builds and maintains capabilities using pioneering technologies like most prominent tech companies. What differentiates Lilly IT is that we redefine what’s possible through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver creative solutions in every area of our business.

The Digital Core team leads Lilly’s transformation into the Digital and AI era. They inspire digitally empowered teams to new ways of working and accelerate innovation and agility. This team powers and advances the entire company by building and maintaining world class technology capabilities and platforms

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 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

$64,500 - $151,800

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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