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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.
Eli Lilly Cork is made up of a talented, diverse team of over 2000 employees across 60 nationalities who deliver innovative solutions that add value across a variety of Business Service functions, including Finance, Information Technology, Medical, Clinical Trials and more. Eli Lilly Cork offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. In-house People Development services, Educational Assistance, and our ‘Live Your BEST Life’
Well-being initiatives are just some of the holistic benefits that enhance the career experience for our colleagues.
Come join our team - Be Creative, Be an Innovator, and most of all, Be Yourself!
Overall Job Purpose
We are seeking a highly motivated and detail-oriented Operational Lead to join our dynamic team. In this role, you will be responsible for driving operational excellence through effective incident management, problem management, and ensuring adherence to best practices in documentation. The ideal candidate will have a strong track record of managing day-to-day operational workflows and collaborating closely with cross-functional teams to optimize processes and enhance service delivery.
Key Responsibilities:
Lead and manage incident lifecycle from detection to resolution, ensuring timely communication and minimal business impact.
Coordinate and prioritize Support tasks and required sessions, working closely with Business and Technical Subject Matter Experts (SME), Product Owners, and Support Team teams to ensure clear and actionable items.
Monitor operational metrics and KPIs to identify trends and areas for continuous improvement.
Maintain comprehensive and high-quality documentation of incidents, operational procedures, and process changes in alignment with organizational standards.
Collaborate with stakeholders across multiple teams to facilitate effective problem-solving and decision-making.
Implement and enforce operational best practices, ensuring compliance with regulatory and internal governance requirements.
Drive root cause analysis for recurring incidents and propose preventive measures.
Support process automation initiatives to improve operational efficiency.
Ensure that risks or issues are understood, communicated and managed
Communicate effectively to all stakeholders on progress of work in a timely manner
Provide training or knowledge transfer to end users and other stakeholders as required
Act as data steward for assigned domains, ensuring data accuracy, resolving quality issues, and coordinating with IT and data owners to maintain compliance and governance standards
Required Skills/Experiences
4-5 years of experience in incident management, operational support, or related roles within a fast-paced environment.
Proven experience in Problem Management and Support Processes.
Strong organizational skills with a commitment to maintaining clear and thorough documentation.
Excellent communication skills, both written and verbal, to effectively engage with technical and non-technical stakeholders.
Ability to work independently and lead initiatives with minimal supervision.
Familiarity with IT Service Management principles or similar service management frameworks is a plus.
Experience with tools such as ServiceNow, JIRA, Confluence, or similar platforms.
Plan work effectively and manage multiple priorities at once
Desirable Skills/Experience
Knowledge and use of a variety of analysis tools (e.g. Excel, Power BI, SQL) and understanding of best situations to use specific tools
Experience working in Pharmaceutical Company
Experience with Data Driven Projects
Business reporting and analysis delivery
Presentation Skills using MS PowerPoint or similar tools.
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 does 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.
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