**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' skilled 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

📌 Manager Software Development Engineer (Hyderabad)
🏢 AMGEN
📍 Hyderabad