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Are you interested in using technology to enable the Lilly workforce to collaborate more productively in their everyday lives? 

Are you passionate about using technology to enhance collaboration and productivity in a dynamic, fast-paced environment? Do you love new technology and consider yourself an early adopter? Do you have a passion for ensuring great customer experience and delivering on our business partner’s needs? 

The Lilly Office 365 environments are platforms enabling the Lilly workforce to collaborate more productively in their everyday lives.   Office 365 provide collaboration focused services, including collaboration tools (Copilot, SharePoint Online, Teams, Email, Viva Engage), Voice, personal workspaces (OneDrive), business intelligence dashboards and development tools (CoPilot Agents, PowerApps and Power Automate), and Microsoft search capabilities for the global Lilly workforce 

What You’ll Be Doing: 

As an Ops Engineer (O365/Voice), you will play a crucial role in enhancing collaboration and productivity within Lilly, directly contributing to our mission of creating medicines that make life better for people around the world. 

In this role as an Operations Engineer on the Office 365 / Voice team, you will be responsible for rolling out new features while maintaining compliance across our global environments. This position involves daily operations of capabilities from multiple external vendors to ensure the delivery of highly available and efficient Office 365 services to users both within and outside of Lilly.

How You’ll Succeed: 

• Subject Matter Expertise: Provide expert guidance on all Office 365 and Voice capabilities, ensuring optimal use and integration within the organization. 
• Global O365, Voice and O365 Operations: Manage day-to-day operations, including performance and availability, customer escalations and follow-ups, operations projects, and upgrades. Manage problem (INC), service (RITM), and change management (CHG). 
• Teams Voice Cloud Support: Drive configuration, and implementation of Teams Direct Routing services including dial plans, routing policies, Call Queues, Auto Attendants SBA, PSTN usage, and emergency calling for global voice infrastructure. Collaborate with internal teams to support voice aspects of user identities within Azure.  
• On-Call Rotation: Participate in the Lilly on-call rotation, working with the External Service Provider during critical incidents off-hours, gathering information, providing direction, and communicating with leadership, as necessary. 
• Effective Communication: Effectively communicate service interruptions. 
• Customer-Focused Activities: Drive activities related to new and existing Office 365 capabilities to ensure continuous learning and promotion. 
• Operational Efficiencies: Improve end-user productivity within the Office 365 environment. 
• Change Management and Governance: Participate in change management and governance processes to ensure efficient and compliant changes are introduced in a qualified environment. 
• End-User Advocacy: Act on behalf of the end-user as new and upgraded capabilities are introduced within Solution Delivery or vendor upgrades. 

What You Should Bring:  

• Demonstrated positive examples for inclusion, aligning a team to a goal, upskilling and developing people, and conducting difficult conversations. 
• Successful record of high quality, user focused IT project and service delivery with demonstrated business value. 
• Ability to work autonomously and collaboratively across and within diverse teams. 
• Demonstrated agility to rapidly understand multiple new technologies and the infrastructure and systems to support them, assess their value, and identify possible use cases. 
• A high level of intellectual curiosity, open to change, learning agility, external perspective, and innovation interest. 
• Experience with formal project management foundation, framework, and methodologies such as Agile Scrum, Kanban, SAFe, etc. and demonstrated experience in industry best practice and tools. 
• Well-developed written and verbal communication skills, with strong analysis/problem assessment skills. 
• Demonstrated ability to effectively communicate, influence and lead both with and without authority, as well as strong interpersonal, leadership, and collaboration skills.  
• Thorough understanding of industry standards and best practices for computer system validation. 
• Demonstrated experience with Microsoft 365 PowerShell and Microsoft Graph API. 
• The ideal candidate should possess the following certifications: Microsoft 365 Certified: Fundamentals, Microsoft 365 Certified: Teams Administrator Associate, and Microsoft 365 Certified: Messaging Administrator Associate.  

Basic Qualifications: 

• Bachelor’s degree in computer science, Information Technology or related technical field 
• 5+ year’s experience leading complex IT projects in a highly technical IT environment   
• 3+ year’s experience supporting Microsoft Office 365 

Availability to work flexible work hours is/may be required. This team will support continuous operations across multiple shifts and therefore, this role will require non-standard work hours, and some work on weekends and holidays.  Appropriate adjustments in benefits will be provided for employees working non-standard hours where applicable. 

​About the Organization: 

Tech@Lilly builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Tech@Lilly is that we create new possibilities 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 innovative solutions in every area of our business. 

The Tech@Lilly Digital Core team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best-in-class customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy.