Career CategoryInformation SystemsJob DescriptionWhat you will doLet’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 ResponsibilitiesProduction Support LeadershipLead end-to-end Salesforce production support operations, ensuring high availability, stability, and performance of critical business applicationsOwn 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 resolutionOperational Governance & ExcellenceEstablish and enforce SLA adherence, incident response standards, and escalation frameworksDrive governance of ServiceNow ticketing, incident tracking, and reporting metricsLead operational reviews (daily/weekly/monthly) including incident trends, backlog, and performance KPIsEnsure standardized incident communication frameworks for business and IT stakeholdersIncident & Problem ManagementOversee issue identification, root cause analysis (RCA), Live Narrative documentation and preventive measures for recurring issuesEnsure consistent execution of triage → impact assessment → remediation → closure lifecycleDrive problem management practices to reduce incident volume and improve system resilienceService Delivery & Continuous ImprovementLead proactive monitoring strategy across Salesforce and integrated platforms (MuleSoft, Databricks, etc.)Implement automation, alerting, and monitoring enhancements to detect and prevent issuesDrive continuous improvement initiatives including process optimization and automationRelease, Change & Maintenance SupportEnsure alignment of production support with change management and release processesOversee data remediation, reprocessing, and operational maintenance activities in production environmentsSupport minor enhancements, patches, and routine maintenance activitiesCross-Functional CollaborationPartner with product owners, architects, developers, and business stakeholders for issue resolution and enhancementsCoordinate with upstream/downstream teams for integration-related incidentsAct as the bridge between business and technology teams for operational supportTeam LeadershipManage and mentor onshore/offshore production support teamsEnsure proper knowledge transfer, documentation, and runbook maintenanceDrive resource planning, capacity management, and skill developmentBasic QualificationsMaster’s degree or Bachelor's degree and 8-12 years of experience in Information Systems / ITPreferred QualificationsStrong experience in Salesforce Production Support / CRM OperationsProven experience in incident management, SLA governance, and support operations leadershipHands-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 systemsStrong understanding of ITIL processes (Incident, Problem, Change Management)Experience in regulated environments (GxP, compliance)Excellent stakeholder management, communication, and leadership skillsSoft Skills:Excellent problem-solving and analytical skillsStrong communication and interpersonal abilitiesHigh attention to detail and commitment to qualityAbility to prioritize tasks and work under pressureTeam-oriented with a proactive and collaborative mindsetWillingness to mentor junior developers and promote best practicesAdaptable to changing project requirements and evolving technologyWhat You Can Expect of UsAs 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 rateMTTR (Mean Time to Resolve) improvementProduction stability and uptimeStakeholder satisfaction.