Description
**What you will do**
Let’s do this. Let’s change the world. **Amgen is seeking a Manager, Salesforce Production Support** to lead and evolve production support capabilities for enterprise Salesforce platforms, including OneCRM and integrated ecosystems. This role is responsible for ensuring stable, compliant, and high-performing production operations while driving continuous service improvement aligned with Amgen’s mission to serve patients.
The Manager will lead a cross-functional support organization, provide operational governance, and partner closely with business, product, and engineering teams to maintain platform reliability and enable business continuity.
**Key Responsibilities**
**Production Support Leadership**
+ Lead end-to-end Salesforce production support operations, ensuring **high availability, stability, and performance** of critical business applications
+ Own **incident management, triage, and resolution workflows** , including prioritization, escalation, and stakeholder communication.
+ Serve as the **primary escalation point** for P1/P2/P3 incidents and drive rapid issue resolution
**Operational Governance & Excellence**
+ Establish and enforce **SLA adherence, incident response standards, and escalation frameworks**
+ Drive governance of **ServiceNow ticketing, incident tracking, and reporting metrics**
+ Lead **operational reviews (daily/weekly/monthly)** including incident trends, backlog, and performance KPIs
+ Ensure standardized **incident communication frameworks** for business and IT stakeholders
**Incident & Problem Management**
+ Oversee **issue identification, root cause analysis (RCA), Live Narrative documentation and preventive measures** for recurring issues
+ Ensure consistent execution of **triage → impact assessment → remediation → closure** lifecycle
+ Drive **problem management practices** to reduce incident volume and improve system resilience
**Service Delivery & Continuous Improvement**
+ Lead **proactive monitoring strategy** across Salesforce and integrated platforms (MuleSoft, Databricks, etc.)
+ Implement **automation, alerting, and monitoring enhancements** to detect and prevent issues
+ Drive **continuous improvement initiatives** including process optimization and automation
**Release, Change & Maintenance Support**
+ Ensure alignment of production support with **change management and release processes**
+ Oversee **data remediation, reprocessing, and operational maintenance activities** in production environments
+ Support **minor enhancements, patches, and routine maintenance activities**
**Cross-Functional Collaboration**
+ Partner with **product owners, architects, developers, and business stakeholders** for issue resolution and enhancements
+ Coordinate with **upstream/downstream teams** for integration-related incidents
+ Act as the **bridge between business and technology teams** for operational support
**Team Leadership**
+ Manage and mentor **onshore/offshore production support teams**
+ Ensure proper **knowledge transfer, documentation, and runbook maintenance**
+ Drive **resource planning, capacity management, and skill development**
**Basic Qualifications**
+ Master’s degree or Bachelor’s degree and 8-12 years of experience in Information Systems / IT
**Preferred Qualifications**
+ Strong experience in **Salesforce Production Support / CRM Operations**
+ Proven experience in **incident management, SLA governance, and support operations leadership**
+ Hands-on understanding of **Salesforce platform (Sales/Service/Health Cloud)**
+ Experience with **integrations (MuleSoft, APIs) and data platforms (Databricks)**
+ Familiarity with **ServiceNow, Jira, and enterprise ticketing systems**
+ Strong understanding of **ITIL processes (Incident, Problem, Change Management)**
+ Experience in **regulated environments (GxP, compliance)**
+ Excellent **stakeholder management, communication, and leadership skills**
**Soft Skills:**
+ Excellent problem-solving and analytical skills
+ Strong communication and interpersonal abilities
+ High attention to detail and commitment to quality
+ Ability to prioritize tasks and work under pressure
+ Team-oriented with a proactive and collaborative mindset
+ Willingness to mentor junior developers and promote best practices
+ Adaptable to changing project requirements and evolving technology
**What You Can Expect of Us**
As we work to develop treatments that take care of others, we also work to care for our teammates’ professional and personal growth and well-being.
Together, we live the Amgen values as we continue advancing science to serve patients.
**Key Success Metrics (Optional – Executive Add-on)**
+ SLA adherence (P1/P2/P3 resolution timelines)
+ Reduction in incident recurrence rate
+ MTTR (Mean Time to Resolve) improvement
+ Production stability and uptime
+ Stakeholder satisfaction
