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, 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’ 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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