Career CategoryOperationsJob DescriptionJob Title: Sr. Associate Business Operations Supplier Management (L4) Production Application Support/Application Run ManagementPosition SummaryManager, Production Application Support/Application Run Management is responsible for leading a team that delivers reliable, high-quality support for production applications across L1, L2, and L3 tiers. This role ensures effective incident and service request resolution, manages supplier performance and contracts, and drives operational excellence through SLA oversight, reporting, and continuous improvement. The manager serves as a key escalation point and communicates effectively across all levels of the organization.Key ResponsibilitiesApplication Support Leadership (L1/L2/L3)Lead and oversee day-to-day production application support across L1, L2, and L3 teamsEnsure timely resolution of incidents, service requests, and problem recordsDrive root cause analysis and implement preventive measuresMaintain high system availability, performance, and reliabilityIncident & Service Request ManagementServe as the primary escalation point for complex or high-impact incidentsCoordinate cross-functional teams to resolve critical issuesEnsure adherence to incident management and service request processesOversee prioritization, triage, and resolution workflowsSupplier & Vendor ManagementManage third-party suppliers providing application support servicesMonitor supplier performance against SLAs and contractual obligationsConduct regular performance reviews and drive corrective actions as neededContract & Financial AdministrationOversee contract lifecycle activities, including support onboarding, renewals, amendments, and offboarding Serve as the administrator for the ServiceNow Contract Change Request (ARM) moduleEnsure contract changes are properly documented, approved, and implemented through the ARM workflows in a timely mannerConduct monthly invoice audits with suppliers for all application support activitiesSLA Monitoring & ReportingTrack, and report on SLAs, KPIs, and operational metricsProvide regular performance reports to stakeholders and leadershipIdentify trends and implement improvements to meet or exceed targetsCommunication & Stakeholder EngagementCommunicate effectively with technical teams, business stakeholders, and senior leadershipProvide clear updates on incidents, risks, and operational performanceFacilitate meetings, reviews, and governance forumsTeam Leadership & DevelopmentLead, mentor, and develop a team of support professionalsFoster a culture of accountability, collaboration, and continuous improvementEnsure appropriate staffing, training, and resource planningQualificationsBachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)Proven experience managing application support teams (L1/L2/L3) in a production environmentStrong understanding of ITIL processes (Incident, Problem, Change Management)Experience managing suppliers and service delivery contractsFamiliarity with ServiceNow (including contract/change request modules)Demonstrated ability to manage escalations and high-pressure situationsExcellent communication and stakeholder management skillsKey CompetenciesOperational excellence and process improvementAnalytical thinking and problem-solvingVendor and contract managementEffective communication across all organizational levelsSuccess MeasuresSLA compliance and service performance metricsReduction in incident volume and repeat issuesSupplier performance and accountabilityStakeholder satisfactionTimely and accurate contract administrationWhat you can expect of usAs we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way. In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.Apply now and make a lasting impact with the Amgen team.careers.amgen.comAs an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation..