Sr. Associate Supplier Management

Amgen Technology; Hyderabad; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

Amgen Technology in Hyderabad seeks an experienced Manager to lead Production Application Support across L1/L2/L3. You will drive incident resolution, manage suppliers and contracts, and ensure continual service improvements.

The role requires leading a team, strong ITIL expertise, and excellent communication with stakeholders and leadership to maintain high availability and performance of production apps.

Qualifications

• Bachelor’s degree or equivalent experience in IT/CS or related field.
• Proven experience leading application support teams (L1/L2/L3) in production environments.
• Strong ITIL knowledge: Incident, Problem, Change Management.
• Experience managing suppliers and service delivery contracts.
• Familiarity with ServiceNow can/c Change Request modules.
• Demonstrated ability to manage escalations under pressure.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead and oversee day-to-day production application support across L1/L2/L3.
• 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.
• Serve as primary escalation point for complex/high-impact incidents.
• Coordinate cross-functional teams to resolve critical issues.
• Oversee vendor performance against SLAs and contractual obligations.
• Oversee contract lifecycle activities including onboarding, renewals, amendments, and offboarding.
• Track and report on SLAs, KPIs, and operational metrics.
• Communicate effectively with technical teams, business stakeholders, and senior leadership.

Skills

ITIL knowledge

Escalation management

Stakeholder communication

Vendor management

Problem solving

Education

Bachelor’s degree in IT/CS or related

Tools

ServiceNow

Job description

Job Summary

Position Summary 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

• Bachelors 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