Senior Manager, Information Systems

ABOUT AMGEN

Amgen harnesses the best of biology and technology to fight the world’s toughest diseases, and make people’s lives easier, fuller and longer. We discover, develop, manufacture and deliver innovative medicines to help millions of patients. Amgen helped establish the biotechnology industry more than 40 years ago and remains on the cutting-edge of innovation, using technology and human genetic data to push beyond what’s known today.

ABOUT THE ROLE

Role Description:

The role is responsible for leading the Manufacturing Site Technology Sustainment team that provides “follow the sun” support to the technology capabilities deployed at the Manufacturing sites that positively impacts business outcomes.  This individual will be responsible for developing and leading a highly talented team that is built for delivering best in class operational support. 

The ideal candidate will have a proven track record of leadership in technology-driven environments for the Manufacturing Technology area and has a passion for fostering continuous improvement and service excellence in the biotechnology industry.  Additionally, collaboration with cross-functional and global teams is required to ensure seamless integration and operational excellence. The ideal candidate will have a strong background in end to end technology operations support in a highly regulated environment and a Scaled Agile practitioner, coupled with leadership and transformation experience. This role plays a critical role in maintaining manufacturing uptime, product quality, and regulatory compliance while driving operational excellence and continuous improvement.

Roles & Responsibilities:

• Maintain strategic relationships and strong communication with the leadership team about IS services and service roadmaps to ensure that all the stakeholders feel informed and engaged
• Lead and manage large, diverse teams within a matrixed organization. 
• Collaborate with geographically dispersed teams, including those in the US and other international locations. 
• Oversee the software development lifecycle
• Develop and implement strategic plans for technology and workforce. 
• Follow global standards and practices. 
• Foster a culture of collaboration, innovation, and continuous improvement. 
• Attract and recruit top talent as part of an extensive Technology organization to be hired within India. 
• Develop talent, motivate the team, delegate effectively, champion diversity within the team and act as a role model of servant leadership. 
• Responsible for managing, growing, and developing the Amgen Technology team in India, ensuring global ways of working are imbedded in the local organization
• Manage the delivery of 24/7 global manufacturing systems support services.
• Partner with local System Owners at each manufacturing site to ensure service quality, compliance, and issue resolution.
• Serve as the India-based escalation point, with unresolved issues escalated to the local Operations Technology Director.
• Lead incident, problem, and change management processes using ServiceNow.
• Establish, monitor, and deliver against a Service Level Agreement (SLA) with Technology Site Leads, ensuring KPI performance is consistently achieved.
• Support regulatory audits and inspections by providing technology-focused responses related to system functionality, incident history, and remediation activities (not system qualification status).
• Drive root cause analysis, service performance reporting, and continuous improvement initiatives.
• Drive standardization and optimization of IT service management (ITSM) processes across regions
• Lead innovation initiatives by harnessing digital tools and emerging technologies to automate and streamline process workflows
• Support investigations for Deviations, CAPA by providing technology insights and recommendations
• Maintain a robust schedule and adherence to periodic maintenance activities and vulnerability remediation 
• Coordinate across global and regional support teams to ensure seamless 24x7 servicesupport continuity
• Ensure communication of key performance metrics and analysis of unmet needs
• Participate in stakeholder and other leadership meetings, working with other parts of the organization, and functional groups to ensure successful delivery
• Ensure ongoing alignment with strategy, compliance, and regulatory requirements for technology investments and services
• Facilitate best practice sharing, ensuring ongoing alignment with the Technology & Digital strategy
• Oversee operating budgets and product team budgets, ensuring regular review of actuals and latest estimates, managing according to agreed governance
• Ensure alignment of Technology service plans across organization
• Provide education to new partners with regards to IT service offerings
• Remain accountable for ensuring overall organizational compliance to quality/compliance requirements such as GXP and Privacy

Basic Qualifications and Experience:

[GCF Level 6A]

• Any degree with 12 - 17 years of experience in Business, Engineering, IT or related field 

Functional Skills:

Must-Have Skills (Not more than 3 to 4):

• Demonstrated experience in managing technology initiatives and teams with a track record of successful innovation 
• Experience in people management and leading matrixed teams, and passion for mentorship, culture and fostering the development of talent. 
• Must be flexible and able to manage multiple activities and priorities with minimal direction in a rapidly changing and demanding environment. 
• Exceptional collaboration, communication and interpersonal skills to effectively manage stakeholder relationships and build new partnerships.
• Experience in applying technology best practice methodologies: Scaled Agile (SAFe), ITIL, etc. Bring experience with MES, OSI PI, and automation/SCADA platforms (preferred). DeltaV, LIMS, ERP (SAP)
• Demonstrate strong understanding of GxP, GMP, 21 CFR Part 11, and data integrity requirements.
• Apply structured service management frameworks (e.g., ITIL) to drive operational excellence

People Leadership

• Build and manage a 10–12 member team in Amgen India through Amgen’s structured batch hiring and onboarding model
• Oversee shift coverage and scheduling to maintain seamless 24/7 operations & shift handover (role is accountable, not a shift participant).
• Provide mentorship, coaching, career development, and succession planning for staff.
• Create a team culture of accountability, inclusion, collaboration, and continuous learning

Good-to-Have Skills:

• Experience in a leadership role within a pharmaceutical or technology organization
• Extensive experience in the software development lifecycle. 
• Experience using and adoption of Scaled Agile Framework (SAFe) 
• Strong analytic/critical-thinking and decision-making abilities.  
• Ability to work effectively in a fast-paced, dynamic environment.
• Established business partnerships and IS governance practices involving senior business stakeholders
• Broad working knowledge of key IS domains and layers

Professional Certifications (please mention if the certification is preferred or mandatory for the role):

• ITIL (preferred)
• Scaled Agile Framework (SAFe) for Teams

Soft Skills:

• Excellent leadership and team management skills. 
• Strong transformation and change management experience. 
• Exceptional collaboration and communication skills. 
• High degree of initiative and self-motivation. 
• Ability to manage multiple priorities successfully. 
• Team-oriented with a focus on achieving team goals. 
• Strong presentation and public speaking skills.
• Excellent analytical and troubleshooting skills
• Strong verbal and written communication skills
• Ability to work effectively with global, virtual teams

Shift Information:

This position requires you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required based on business requirements.

EQUAL OPPORTUNITY STATEMENT

Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided with 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 an accommodation.