Senior Principal Application Support Engineering Lead – AI Products & Agents

At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headquartered in Indianapolis, Indiana, our over 50,000 employees around the globe take on complex challenges to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. This is hard, urgent, selfless work—but it’s work worth doing. If you’re driven by purpose and ready to bring your best to work that truly matters for patients, we invite you to join us.  About Tech@Lilly At Lilly, everything we do starts with patients. We unite caring with discovery to make life better for people around the world. Headquartered in Indianapolis, Indiana, our global team of over 50,000 employees work with urgency and purpose to discover and deliver life-changing medicines, strengthen how health is understood and managed, and support the communities we serve. We bring our best to this work because people depend on it. If you're driven by purpose and determined to make a meaningful difference for patients, we invite you to bring your skill and your commitment to Lilly. At Lilly, technology is not a support function. It is how a global medicine company operates, innovates, and delivers. Lilly in Hyderabad builds the capabilities that make this possible, cloud platforms, AI systems, and automation at enterprise scale, all in service of a purpose that makes this technology work genuinely distinctive, from advancing drug discovery to enabling connected clinical trials to keeping a global medicine company running at the standard patients deserve. Senior Principal Application Support Engineering Lead– AI Products & Agents Job Description Job Level: R4 – Senior Principal Experience: 10–14+ years Location: Hyderabad (Onsite) Employment Type: Full-time Job Family: Operations / Application Support / Production Engineering / SRE-aligned Support About the Technology Organization Technology at Lilly builds and operates mission-critical digital products and platforms that support the discovery, development, and delivery of medicines that make life better for people around the world. Our teams operate in highly regulated, high-availability environments, where operational excellence, reliability, and quality are non-negotiable. The Software Product Engineering (SPE) organization applies a product, platform, and reliability-first mindset, ensuring that operational capabilities scale sustainably across the enterprise.

Summary As a Senior Principal Application Support Engineering Lead (R4), you are the senior-most operational authority for a technology team or portfolio of applications. You will lead Support Operations end-to-end, owning operational outcomes across availability, incident management, readiness, and continuous reliability improvement. This role is both strategic and hands-on. You are accountable for: The health, stability, and operability of production systems The effectiveness and maturity of support operations Shift leadership and execution during critical operational windows Influencing engineering, product, and platform teams to prevent incidents—not just respond to them At R4, success is measured by organizational impact, operational predictability, and the ability to scale reliability through others.

(Key Responsibilities) 1) Support Operations Leadership & Shift Ownership Lead end-to-end support operations for a technology team, ensuring consistent execution across shifts and time zones. Act as the primary operational leader during assigned shifts, accountable for incident response quality, prioritization, and decision-making. Ensure effective shift handovers, operational continuity, and shared accountability across global support teams. Establish and evolve shift-level operating models, escalation paths, and