Salesforce Production Support Manager

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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Experience Level

Senior Level