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 Salesfor

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