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 secure, 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 platfor

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