Career Category

Information Systems

Job 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: