RAST - Application Support Engineer

Location

Bangalore | India

Job description

Position: Application Support Engineer, u00A0Research Tech@Lilly

Path/Level:u00A0R1
Note: u00A0 Roles are posted at the lowest level of a band, however, employees should search across all levels of the band to identify all opportunities.u00A0 Employees hired on banded positions (ex: P1-P3, R1-R2, B1-B3, etc.) transfer at their current level, despite the level indicated on the job posting. u00A0For example, if a P2 candidate is selected for a P1-P3 banded position, the candidate will remain a P2 in the new role.
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Lillyu2019s Purpose u202Fu00A0

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Competency with ITSM:
Should possess a solid foundation in ITSM frameworks like ITIL and practical experience in incident and problem management, change control processes, and service level management. Proficiency with ITSM tools, such as ServiceNow, along with the ability to configure and customize these tools, is essential. Strong communication, coupled with a collaborative approach, are crucial for effective interaction with both technical and non-technical stakeholders. The candidate should demonstrate expertise in process improvement methodologies, metrics tracking, and compliance, as well as the ability to analyze and resolve complex IT issues. Familiarity with configuration management, knowledge management, and risk assessment, as well as a proactive approach to continuous improvement, are also key attributes. Additionally, experience in vendor management, training, and documentation will be highly valued in this role.

Key Responsibilities & Objectives:

• Application Support: Provide technical support and assistance to end-users for various full-stack and database applications used in research activities. Troubleshoot and resolve software and hardware issues in a timely manner to minimize downtime and ensure uninterrupted research operations.
• Incident Management: Monitor, triage, and prioritize incoming support requests and incidents through ticketing systems. Investigate root causes of issues, escalate complex problems to appropriate teams, and track resolution progress to ensure timely resolution and customer satisfaction.
• System Administration: Perform system administration tasks for full-stack applications, including installation, configuration, and maintenance of application servers, web servers, and middleware components. Ensure system reliability, scalability, and security through proactive monitoring and regular maintenance activities.
• Database Management: Manage and administer relational databases used by research applications, including database design, schema management, performance tuning, and data backup and recovery. Implement best practices for database security, data integrity, and data governance to ensure compliance with regulatory requirements.
• Application Deployment: Coordinate and execute application deployment activities, including software upgrades, patches, and releases. Collaborate with development teams to test and validate new features and functionalities before deployment to production environments.
• Documentation and Knowledge Sharing: Create and maintain technical documentation, user guides, and troubleshooting procedures for supported applications and systems. Share knowledge and best practices with team members to foster continuous learning and skill development.
• Vendor Management: Liaise with software vendors and third-party service providers to troubleshoot issues, request technical assistance, and coordinate software updates and patches. Evaluate vendor products and services to ensure they meet the organization's requirements and standards.
• Training and User Support: Provide training and guidance to end-users on the use of research applications and tools. Develop training materials, conduct workshops, and provide ongoing user support to enhance user proficiency and productivity.

Basic Requirements & Experience Expectations:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum of 3 years of experience in application support or IT operations role, preferably in the pharmaceutical or life sciences industry.
• Proficiency in full-stack development technologies, including front-end frameworks (e.g., Angular, React), back-end frameworks (e.g., Node.js, Django), and database technologies (e.g., SQL, NoSQL).
• Strong understanding of database management systems, including database design, query optimization, and performance tuning.
• Experience with cloud platforms (e.g., AWS, Azure) and containerization technologies (e.g., Docker, Kubernetes) is a plus.
• Excellent troubleshooting and problem-solving skills, with the ability to analyze complex technical issues and implement effective solutions.
• Strong communication and interpersonal skills, with the ability to interact with diverse stakeholders and collaborate effectively in a team environment.
• Proven ability to work in a fast-paced, dynamic environment and prioritize tasks to meet deadlines and deliverables.
• Certifications in relevant technologies (e.g., AWS Certified Solutions Architect, Microsoft Certified Azure Administrator) are desirable but not required.

Location: Bangalore, India

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.u00A0

Lilly is entering an exciting period of growth, and we are committed to delivering innovative medicines to patients around the world. Lilly is investing around the world to create new state-of-the-art manufacturing siteu2019s and continue expanding our existing facilities to created capacity required to continue with our mission. The brand-new facilities will utilize the latest technology, advanced highly integrated and automated manufacturing systems, and have a focus on minimizing the impact to our environment.u202F

Note: When applying internally for a position your current supervisor receives notification that you have applied to the position. We encourage employees to discuss the opportunity with their supervisor prior to applying.

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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Salary