Manager Software Development Engineer

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 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, ensuringhigh availability, stability, and performance of critical business applications
• Ownincident management, triage, and resolution workflows, including prioritization, escalation, and stakeholder communication.
• Serve as theprimary escalation point for P1/P2/P3 incidents and drive rapid issue resolution

Operational Governance & Excellence

• Establish and enforceSLA adherence, incident response standards, and escalation frameworks
• Drive governance ofServiceNow ticketing, incident tracking, and reporting metrics
• Leadoperational reviews (daily/weekly/monthly) including incident trends, backlog, and performance KPIs
• Ensure standardizedincident communication frameworks for business and IT stakeholders

Incident & Problem Management

• Overseeissue identification, root cause analysis (RCA), Live Narrative documentation and preventive measures for recurring issues
• Ensure consistent execution oftriage → impact assessment → remediation → closure lifecycle
• Driveproblem management practices to reduce incident volume and improve system resilience

Service Delivery & Continuous Improvement

• Leadproactive monitoring strategy across Salesforce and integrated platforms (MuleSoft, Databricks, etc.)
• Implementautomation, alerting, and monitoring enhancements to detect and prevent issues
• Drivecontinuous improvement initiatives including process optimization and automation

Release, Change & Maintenance Support

• Ensure alignment of production support withchange management and release processes
• Overseedata remediation, reprocessing, and operational maintenance activities in production environments
• Supportminor enhancements, patches, and routine maintenance activities

Cross-Functional Collaboration

• Partner withproduct owners, architects, developers, and business stakeholders for issue resolution and enhancements
• Coordinate withupstream/downstream teams for integration-related incidents
• Act as thebridge between business and technology teams for operational support

Team Leadership

• Manage and mentoronshore/offshore production support teams
• Ensure properknowledge transfer, documentation, and runbook maintenance
• Driveresource 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 inSalesforce Production Support / CRM Operations
• Proven experience inincident management, SLA governance, and support operations leadership
• Hands-on understanding ofSalesforce platform (Sales/Service/Health Cloud)
• Experience withintegrations (MuleSoft, APIs) and data platforms (Databricks)
• Familiarity withServiceNow, Jira, and enterprise ticketing systems
• Strong understanding ofITIL processes (Incident, Problem, Change Management)
• Experience inregulated environments (GxP, compliance)
• Excellentstakeholder 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’ professional 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

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