Service Reliability Engineer ChatNow Program
Company: Eli Lilly and Company
Location: Indianapolis
Posted on: November 1, 2025
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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. 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. WeAreLilly
Keywords: Eli Lilly and Company, Indianapolis , Service Reliability Engineer ChatNow Program, IT / Software / Systems , Indianapolis, Indiana
