Job Description

Career Category

Operations

Job Title: Sr. Associate Business Operations Supplier Management (L4) Production Application Support/Application Run Management

Manager, Production Application Support/Application Run Management is responsible for leading a team that delivers reliable, high-quality support for production applications across L1, L2, and L3 tiers. This role ensures effective incident and service request resolution, manages supplier performance and contracts, and drives operational excellence through SLA oversight, reporting, and continuous improvement. The manager serves as a key escalation point and communicates effectively across all levels of the organization.

Key Responsibilities

Application Support Leadership (L1/L2/L3)

• Lead and oversee day-to-day production application support across L1, L2, and L3 teams
• Ensure timely resolution of incidents, service requests, and problem records
• Drive root cause analysis and implement preventive measures
• Maintain high system availability, performance, and reliability

Incident & Service Request Management

• Serve as the primary escalation point for complex or high-impact incidents
• Coordinate cross-functional teams to resolve critical issues
• Ensure adherence to incident management and service request processes
• Oversee prioritization, triage, and resolution workflows

Supplier & Vendor Management

• Manage third-party suppliers providing application support services
• Monitor supplier performance against SLAs and contractual obligations
• Conduct regular performance reviews and drive corrective actions as needed

Contract & Financial Administration

• Oversee contract lifecycle activities, including support onboarding, renewals, amendments, and offboarding
• Serve as the administrator for the ServiceNow Contract Change Request (ARM) module
• Ensure contract changes are properly documented, approved, and implemented through the ARM workflows in a timely manner
• Conduct monthly invoice audits with suppliers for all application support activities

SLA Monitoring & Reporting

• Track, and report on SLAs, KPIs, and operational metrics
• Provide regular performance reports to stakeholders and leadership
• Identify trends and implement improvements to meet or exceed targets

Communication & Stakeholder Engagement

• Communicate effectively with technical teams, business stakeholders, and senior leadership
• Provide clear updates on incidents, risks, and operational performance
• Facilitate meetings, reviews, and governance forums

Team Leadership & Development

• Lead, mentor, and develop a team of support professionals
• Foster a culture of accountability, collaboration, and continuous improvement
• Ensure appropriate staffing, training, and resource planning

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Proven experience managing application support teams (L1/L2/L3) in a production environment
• Strong understanding of ITIL processes (Incident, Problem, Change Management)
• Experience managing suppliers and service delivery contracts
• Familiarity with ServiceNow (including contract/change request modules)
• Demonstrated ability to manage escalations and high-pressure situations
• Excellent communication and stakeholder management skills

Key Competencies

• Operational excellence and process improvement
• Analytical thinking and problem-solving
• Vendor and contract management
• Effective communication across all organizational levels

Success Measures

• SLA compliance and service performance metrics
• Reduction in incident volume and repeat issues
• Supplier performance and accountability
• Stakeholder satisfaction
• Timely and accurate contract administration

What you can expect of us
As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way. In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now and make a lasting impact with the Amgen team.
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As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.
Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.