India - Hyderabad

JOB ID: R-248334 LOCATION: India - Hyderabad WORK LOCATION TYPE: On Site DATE POSTED: Jul. 03, 2026 CATEGORY: Information Systems

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
- 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,

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