Job Summary
Amgen Manager Software Development Engineer remote type On Site 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...
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