Role Objective:
malomatia is looking for a highly skilled and experienced Product Manager to lead and guide our internal Managed Services Operations Management Platform strategy, ensuring seamless integration between AIOps, Cloud, IT Service Management (ITSM) and IT Operations Management (ITOM) and APM capabilities. The ideal candidate will have deep expertise in the enterprise management space, with a focus on leading, designing, implementing, and optimizing scalable, flexible solutions that incorporate robust self-service, reporting (KPIs/Dashboards). This role will be responsible for driving the product vision, prioritizing features and overseeing the delivery process, all while maintaining the highest levels of customer satisfaction and operational efficiency.
Detailed Roles and Responsibilities:
Product Strategy & Vision
- Define and champion the product vision, strategy, and roadmap for the Operations Management Platform, ensuring alignment with overall business objectives and market demand.
- Conduct market research, competitive analysis, and customer interviews to identify pain points, emerging trends, and unmet needs in the market space.
- Clearly articulate the value proposition of the unified platform to internal and external stakeholders.
Product Development & Execution
- Own the end-to-end product lifecycle, from concept through to launch and post-launch optimization.
- Gather, document, and prioritize detailed product requirements (user stories, acceptance criteria) for all platform components.
- Work closely with Engineering, Design (UX/UI), and Architecture teams to manage the development backlog and ensure timely delivery of features.
- Focus on delivering core platform capabilities, including:
- ITSM: Incident Management, Service Request Management, Problem Management, Change Management, Service Level Management (SLA), and Knowledge Management.
- APM, ITOM & Observability: Application Performance Monitoring (APM), Cloud & Infrastructure Monitoring, Log Management, Distributed Tracing, Event Management, and Automated Root Cause Analysis (RCA).
- ITAM & CMDB: IT Asset Management and Configuration Management Database, ensuring a unified, real-time view of all IT assets and their dependencies
Customer Experience & Self-Service
- Drive the development of a world-class Self-Service Portal experience for end-users and customers.
- Define and prioritize self-service features such as knowledge base integration, virtual agents/chatbots, and intuitive service catalog browsing.
- Ensure the platform offers robust data and reporting capabilities, including configurable KPIs and Dashboards to provide actionable insights to customers (e.g., MTTR, Uptime, Service Availability).
- Prioritize features enabling deep customization and white labeling (theme, branding, logos, workflows) to meet diverse customer requirements.
Automation, AI, and Asset Management
- Lead the integration of AIOps features into the platform, including intelligent alert correlation, automated ticket triage, and predictive analytics to proactively identify issues.
- Define the roadmap for IT Asset Management (ITAM) and Configuration Management Database (CMDB).
- Drive workflow and runbook automation across operations covering end-to-end lifecycle.
Go-to-Market & Business Performance
- Collaborate with Sales, Marketing, and Customer Success teams on go-to-market strategies, pricing, packaging, and product enablement.
- Collaborate with Sales, Marketing, and Customer Success teams to grow the customer base and improve customer success
Define and track key business and product performance metrics (e.g., adoption rate, usage, customer satisfaction/NPS, revenue) to measure success and inform future iterations.
Educational Qualifications:
- Degree: Bachelor's or master's degree in computer science, Engineering, Business Administration, Information Technology, or a related quantitative field.
- ITIL 4 Foundation or Intermediate Certification: Demonstrating a deep understanding of service value systems, value streams, and best practices relevant to ITSM processes (Incident, Change, Service Request).
- Agile/Scrum Certification: e.g., Certified Scrum Product Owner (CSPO) or Professional Scrum Product Owner (PSPO).
- Technical/Platform Accreditations (Highly Desired):
- Cloud Certifications (Relevant to Cloud & Infrastructure Monitoring):
- Observability/Monitoring Platform Certifications
- Automation & Orchestration
Skills & Experience:
- 7+ years of experience as a Product Manager, preferably working on B2B SaaS platforms or
- Managed Services vendor.
- Deep domain expertise in Managed Services, IT Service Management (ITSM), IT Operations Management (ITOM), Observability, APM and automation.
- Proven track record of defining and launching successful, customer-facing self-service products and growing the customer base.
- Strong technical acumen, able to engage in technical discussions with engineering teams regarding features, APIs, integrations, and architectural decisions (especially for monitoring/observability data ingestion).
- Excellent written and verbal communication skills, with the ability to articulate complex concepts to technical and non-technical audiences.
- Solid understanding of software development methodologies and agile frameworks.
- Experience and knowledge of large scale, global IT organizations preferably with Managed Service providers or System Integrators.
