Product Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee customer-centric, outcome-oriented platform and production support services for cloud-based, microservices-oriented applications.

• Enhance user relationships and boost operational effectiveness.

• Provide consistent, high-quality Tier 3 support and manage platform operations.

• Shape platform strategy and enhance user experience.

• Optimize support workflows and drive quantifiable enhancements in production health.

• Evaluate user trends and represent mission objectives and customer requirements.

• Handle production issues from identification to resolution.

• Facilitate communication between technical and business teams.

• Act as a liaison among engineering, Tier 3 support, system owners, leadership, and end users.

• Develop and refine platform support procedures, Tier 3 workflows, escalation protocols, and operational readiness checklists.

• Collaborate with engineering teams on production stability, incident management, and resolution.

• Examine incident and ticket trends to pinpoint recurring challenges and inefficiencies.

• Prioritize production support requests based on urgency, mission significance, and business priorities.

• Enable root cause analysis, validate corrections, and monitor remediation efforts.

• Manage production data alterations with precision, auditability, governance compliance, and risk management.

• Propel support processes using KPIs, dashboards, and feedback mechanisms.

• Uphold change management practices that align with Agile delivery cycles.

• Identify opportunities for modernization within platform services and support frameworks.

⛳️ Requirements

• U.S. citizenship with the capability to obtain a Public Trust clearance.

• Bachelor’s degree accompanied by 15+ years of pertinent experience.

• Experience in product management or business analysis.

• Strong understanding of Agile frameworks, capability planning, and change management.

• Outstanding written and verbal communication abilities.

• Skill in analyzing user data, identifying trends, and conveying insights to leadership and technical teams.

• Experience in Operations & Maintenance (O&M) settings, including Service Desk, Tier 3 support, and platform management (preferred).

• Knowledge of ITIL service operation processes and methodologies (preferred).

🏝️ Benefits

• Flexible time off benefit.

• Comprehensive learning resources.

• Healthcare benefits.

• Wellness benefits.

• Financial benefits.

• Retirement benefits.

• Family support benefits.

• Continuing education benefits.

• Time off benefits.

• Competitive compensation.