Senior Principal Application Support Engineering Lead – AI Products & Agents

Act as the senior-most operational authority (R4) leading end-to-end Support Operations across cloud platforms, AI systems, and enterprise automation applications.

Serve as Incident Commander for high-severity, mission-critical production outages, orchestrating war-room recoveries and executive-level stakeholder communications.

Drive enterprise problem management, conducting rigorous Root Cause Analysis (RCA) and eliminating systemic failure patterns across software product lines.

Champion Site Reliability Engineering (SRE) practices by defining and operationalizing SLIs, SLOs, error budgets, resilience benchmarks, and recovery standards.

Lead observability and toil-reduction initiatives across logs, metrics, and distributed traces, integrating automated remediation patterns using GenAI, LLMs, and scripting.

Provide release governance and operational oversight, conducting risk assessments and go/no-go evaluations for CI/CD deployments.

Lead and mentor multi-tiered support and reliability engineers (R2/R3), managing shift handovers and rotational operational models (6 AM–2 PM and 2 PM–11 PM IST).

Deep expertise in application support, production engineering, SRE, and distributed systems within highly regulated life sciences environments.

Hands-on troubleshooting across cloud infrastructures, integrations, databases, and microservices.

Advanced proficiency with enterprise monitoring, APM, and logging stacks (e.g., Datadog, Splunk, ELK, CloudWatch, AppDynamics).

Hands-on automation capability using Python, Bash, Power Automate, and applied Generative AI / Agentic AI frameworks.

Scale operational maturity through automation, standardized runbooks, and systemic quality guardrails rather than manual intervention.

Collaborate closely with Software Product Engineering (SPE), platform architecture, cybersecurity, and vendor leadership to prevent incidents proactively.

Foster high accountability, operational predictability, and technical mentorship across global cross-functional engineering units.

Highly competitive leadership compensation package with comprehensive performance bonuses and long-term equity/incentives.

Robust healthcare, wellness, life insurance, retirement benefits, and differential allowances for non-standard shift operations.

World-class career growth opportunities within Tech@Lilly's global digital innovation hubs.