SASE Product Manager – ServiceabilityWe are looking for a dynamic and customer-focused Serviceability Product Manager to join our team at Aryaka, a leader in Secure Access Service Edge (SASE) solutions. In this role, you will take the lead in enhancing serviceability, ensuring seamless integration between our products and operational workflows. Your contributions will directly impact the user experience, making it more intuitive and efficient for both customers and support teams. If you thrive in a fast-paced environment and are passionate about optimizing product supportability, we’d love to hear from you! 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.
• 5years 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 in delivering Unified SASE as a Service, a fully integrated solution combining networking, security, and observability. Built for the demands of Generative AI as well as today’s multi-cloud hybrid world, Aryaka enables enterprises to transform their secure networking to deliver uncompromised performance, agility, simplicity, and security. Aryaka’s flexible delivery options empower businesses to choose their preferred approach for implementation and management. Hundreds of global enterprises, including several in the Fortune 100, depend on Aryaka for their secure networking solutions. 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.