Product Manager - Serviceability

Product Manager - Serviceability

We are seeking a dynamic and customer-focused Serviceability Product Manager to join our team in the Secure Access Service Edge (SASE) company. In this role, you will lead the charge in enhancing serviceability, ensuring seamless integration between our products and operational workflows, and delivering an exceptional user experience for customers and support teams alike

Technical Skills:
Strong understanding of service operations, support processes, and incident management.
Familiarity with ITSM frameworks (e.g., ITIL, COBIT).
Proficiency with tools like Confluence, JIRA, ServiceNow, or similar platforms.
Experience with monitoring and alerting tools (e.g., Datadog, New Relic, Splunk)
Must have SASE/Network Security related knowledge and expertise.
Soft Skills:
Exceptional project management and organizational skills.
Excellent communication, presentation, and stakeholder management abilities.
Strong problem-solving and critical-thinking skills.

Educational Background Experience:
Bachelor s degree in computer science, Information Technology, or a related field.
5+ years of experience in technical program management, service operations, or a related role.
Proven track record of managing cross-functional teams and delivering successful outcomes.

Good for you to have -
Technical Architecture/Troubleshooting experience on Cloud Platforms
Knowledge of cloud platforms (e.g., AWS, Azure, GCP) and modern microservices architecture.

Bird s eye view of your role -
(The Serviceability Program Manager (PM) is responsible for driving initiatives that enhance the usability, reliability, and maintainability of services and systems. This role works closely with cross-functional teams, including engineering, operations, product management, and customer support, to ensure products and services are designed and delivered with a focus on serviceability. The PM identifies areas of improvement, oversees implementation projects, and ensures alignment with organizational goals.

Program Management:
Lead serviceability projects from conception to delivery, ensuring timelines and deliverables are met.
Develop and maintain project plans, roadmaps, and key performance indicators (KPIs).
Collaborate with stakeholders to identify and prioritize serviceability goals and initiatives.

Serviceability Strategy:
Define and implement strategies to improve system/service reliability, maintainability, and supportability.
Analyze feedback from customers, support teams, and operational metrics to identify areas for improvement.
Advocate for serviceability best practices during product design and development phases.
Collaboration Communication:
Act as the primary liaison between engineering, product management, and customer support teams.
Facilitate cross-functional meetings to align on priorities and progress updates.
Prepare and deliver presentations, status reports, and metrics to leadership and stakeholders.

Process Improvement:
Identify inefficiencies in existing service operations and propose solutions.
Drive automation and tooling efforts to reduce manual intervention in service management.
Collaborate with DevOps and support teams to create effective escalation paths and workflows.

Risk Management:
Monitor service reliability metrics (e.g., mean time to resolution, mean time between failures).
Develop risk mitigation plans for service disruptions or failures.
Perform root cause analysis and implement corrective/preventative measures.

What will you bring -
The Serviceability Product Manager is responsible for ensuring that products are designed and delivered with a strong focus on usability, maintainability, and supportability. This role bridges the gap between engineering, customer support, operations, and product development teams to ensure seamless product experiences, reduce operational costs, and enhance customer satisfaction. The Serviceability Product Manager proactively drives initiatives to improve troubleshooting capabilities, automation, and efficiency across the product lifecycle.

What are your performance objectives -
Reduction in service outages and incident resolution times.
Improvement in customer satisfaction and Net Promoter Score (NPS).
Successful delivery of serviceability initiatives within scope, timeline, and budget.
Increased automation of manual service tasks.

Who are we -
Aryaka is the leader and first to deliver Unified SASE as a Service, the only SASE solution designed and built to deliver performance, agility, simplicity and security without trade-offs. Aryaka meets customers where they are on their unique SASE journeys, enabling them to seamlessly modernize, optimize and transform their networking and security environments. Aryaka s flexible delivery options empower enterprises to choose their preferred approach for implementation and management. Hundreds of global enterprises, including several in the Fortune 100, depend on Aryaka for cloud-based software-defined networking and security services. For more on Aryaka, please visit www.aryaka.com.

Why Aryaka
We have won Great Places to Work World-Wide for 4 consecutive years because we have an amazing company culture that is inviting, collaborative, supportive, and inclusive to our employees. We encourage our employees to expand their knowledge base and provide the tools to help them get there. We are always innovating and looking at ways to improve and expand, and we listen to our employees and their ideas. We have an amazing group of very respected Thought Leaders who are always open to mentoring. We consider ourselves great Corporate Citizens which we show through our Women In Technology Program and Aryaka Cares Program as well as others. Our Benefits are World-Class and a flexible work structure to allow you to maximize on your work/life balance. As Aryakans, we are 100% dedicated to being an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging.

Third-Party Agency Notice: Aryaka does not accept unsolicited resumes from 3rd party agencies. Should any agency send a resume to any employee within Aryaka without explicit invitation, the resume will be considered a gift, and no fee will be paid. All agencies must have a signed contract from Talent Acquisition management prior to any engagement