-Service Support & Ops covers• Incident Management• Problem Management• Configuration Management• Change Management• Release Management-Responding to the changes needed in, and any failures in, the services on the operational level. Concerned with ensuring that the User has access to the appropriate services to support the business functions-Coordinate and monitor day-to-day activities to meet agreed Service Offering Definition metrics of the assigned grouping of service offerings.-Monitor and evaluate service tiers, customer demand, problems and usage and take appropriate action.-Compliance with SLA/SLO/SSO at site where accountable for-People management of Lilly staff based at the site (PM, ITCP, Succession Planning) and External Vendor that provide Outsourcing IT Services-Operational liaison with• MI&CS nfrastructure Account Manager or with IT Value Cycle Account Manager• Internal and external staff delivering Ops and Support at the site.• Local Flow Lead Team-Ensure compliance to local, regional and global guidelines-Provide coordination when multiple teams involved in problem resolution-Communicating SLAs to Infrastructure Account Manager and ensuring proper awareness, manage expectations-Work with support staff to ensure standard service/support processes are adhered to. Facilitate sessions in process validation when process changes are required to improve service