Service Delivery Manager

1 week ago

Gurgaon, Haryana, India Lilly Full time
Job Description

Service Delivery Lead

Tech@Lilly Service Delivery Manager - Automation

Level:

Hyderabad u2013 M1

Are you interested in using technology to automate and transform business processes

The Tech@Lilly Enterprise Automation team is seeking to add a Service Delivery Lead to the team. As a leader in the organization, this role leads a team of service-oriented engineers to maintain automation products, platforms, and components within business expectations, working alongside Site Reliability Engineer to ensure the organization is optimized to support the full application lifecycle. You will engage with business partners, vendors, and Tech@Lilly partners to enhance stability and reduce manual effort across service operations.

Are you innovative and curious about new technology that can make business processes easy and more efficient Come join our team

What Youu2019ll Be Doing:

In this position, you will impact the way automation is delivered across the company. To do this, you utilize your leadership and technical skills to help resolve complex issues, implement important enhancements, and help modernize our automation capabilities.

How Youu2019ll Succeed:

- As a service leader in the organization, you will partner with your global counterpart to own and lead process, people, and technology to maintain application uptime/performance, resolving critical issues and managing system defects and enhancements. This includes ownership within one time zone shift with a clear and stable handover process, providing leadership, direction, and strategy to the support team.
- With an approach that accepts failure, and ability to work in ambiguity, you will use your service-oriented management skills to identify, assess, and reduce support footprint by recommending and implementing automation and streamlined support processes and developing and monitoring service level objectives (SLOs) to support system operations
- Engaging in continuous improvement, you will leverage relationship-building internally to troubleshoot and resolve issues in collaboration with other technical teams as the accountable owner for service and support, covering quality, security, and lifecycle management.
- To manage our automation portfolio, you will partner with SaaS vendors, which includes process oversight, monitoring, and service coordination as well as maintain system validation documentation and knowledge management using proper Change Management methodology.
- Through strong administrative leadership, you will partner with and train team members on various other support activities including audits, data collection, security analysis, corrective action, and root cause analysis. This also includes growth and development of the people within your organization through performance management and training curriculum.
- Demonstrating your business acumen, you will evaluate features/enhancements through technical impact analysis and estimate business value to influence decision making and improve existing automation assets created to support business process, presenting support metrics in regular cadences on achievement of internal KPIs.
- As a superb communicator with strong interpersonal skills, you will work and collaborate effectively on a team including with remote team members, to proactively manage expectations, estimate resource needs, and meet deadlines in a fast-moving, agile environment.

What You Should Bring:

- Strong problem solving and analytical skills and highly adaptable to changing circumstances.
- Experience in reliability engineering and monitoring practices, environments, and tools (e.g., cloud ecosystem preferably AWS, monitoring/observability, configuration management, etc.).
- Experience with ITIL v4 processes, framework, and tools that support it (e.g., ServiceNow).
- Understanding of Amazon Web Services (s3, API Gateway, CloudFront, ECS, Lambda, ec2)
- Troubleshoot and resolve front-end issues, optimizing performance, and continuously improving the user experience. Ability to perform root cause analysis (using techniques like 5 Whys, fishbone diagrams, or fault tree analysis) to identify and address the underlying causes of quality issues.
- Ability to work with developers to provide detailed requirements to cover security, business functionality, IT desired architecture, system monitoring, proper data movement and integration.

Basic Qualifications:

- Bacheloru2019s Degree in Computer Science, Information Technology or related technical field
- More than 8 years of total experience and at least 5+ years experience in Full Stack Software Engineering orrelevant IT field including:

- Experience supporting systems with multiple points of integration with other technologies or applications

- Experience supporting automation platforms, internal products developed in-house, and reusable components using a microservices architecture

- Experience with CI/CD, Cloud and GitHub technologies

- Full Stack experience(Front end- Vue, React, Back end -Node), High level understanding of all Automation tools (like AA, BAW, ODM, WalkMe)

- Leadership experience with strong teamwork and excellent oral/written communication skills with experience in global support
- ITIL v4 Foundations certification

u00A0

About the Organization:

Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we create new possibilities through tech to advance our purpose u2013 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 innovative solutions in every area of our business.

Will this position support sponsorship:

No

Travel percentage for this position:

0-10%

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.

Lillyu00A0does 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.

#WeAreLilly

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