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 .