Our MissionAt Palo Alto Networks® everything starts and ends with our mission:Being the cybersecurity partner of choice, protecting our digital way of life.Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.Who We AreWe take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.Your CareerAt Palo Alto Networks, we live by the mantra, "What gets measured gets done." Our product management team thrives on making impactful, data-driven decisions that drive results and keep us ahead of the curve.Are you driven to elevate operational excellence and ensure world-class service availability through the power of data? Do you shine in cross-functional collaboration, inspiring teams to deliver exceptional product performance? If so, we have an exciting opportunity just for you!We are looking for a strong product leader who will own and continually raise the bar on service performance, product quality, and customer support. Join us to shape the future of network security with innovation, resilience, and uncompromising standards!As the Product Manager for Cloud NGFW Service Reliability, you will play a key role in enhancing the reliability and performance of our Cloud NGFW service. Your responsibilities will include investigating and understanding customer business goals, architecture, scale, and service level objectives for Public Cloud security use cases, as well as identifying the challenges that our Cloud NGFW must overcome to meet these goals. You will co-develop and manage metrics that enable our Engineering, SRE (Service Reliability Engineers), and Global Customer Support (GCS) teams to perform with precision and efficiency. This role sits at the intersection of Product Management, Strategy, and Product Operations, offering a unique opportunity to shape the operational backbone of a crucial security service and drive improvements in service availability and performance, aiming for 99.99% availability for the Cloud NGFW service.Your Impact
Data-Driven Decision Making - Utilize data analytics to monitor and analyze operational metrics, identifying trends, anomalies, and areas for improvements that will influence the CNGFW Product Roadmap
Process Optimization - Leverage metrics to drive impactful changes and lead initiatives to streamline Support and SRE processes and enhance operational efficiency
Incident Management - Collaborate with Support and SRE teams during incident response to provide real-time data and insights to customers in a timely manner, facilitating rapid resolution and root cause analysis reports
Define and Develop Metrics - Build positive relationships with business partners (Product Operations, Business functions etc.) and development partners (UX design, engineering, Site Reliability, Support etc.) to identify key performance indicators (KPIs) and develop comprehensive metrics and dashboards that provide deep insights into service operations
Reporting and Communication - Develop and deliver regular reports and presentations to stakeholders, highlighting operational performance, key metrics, and improvement initiatives - Develop a clear communication plan to keep the customer abreast of any open support tickets, including Root Cause Analysis Reports
Your Experience
Experience - Proven experience in product management, preferably within a technology or cybersecurity environment
8+ years of product management experience, ideally on SaaS products
Analytical Skills - Strong analytical and problem-solving skills, with a track record of using data to drive decisions
Technical Acumen - Deep understanding of operational aspects of the service - Familiarity with engineering and SRE practices, with a solid understanding of cloud services and operational metrics
Communication - Excellent communication and interpersonal skills, with the ability to effectively collaborate with technical and non-technical stakeholders
Leadership - Demonstrated ability to lead cross-functional teams and drive initiatives in a dynamic, fast-paced environment
Education - Bachelor's degree in Engineering - advanced degree or relevant certifications are a plus or equivalent military experience required
The TeamWe’re an innovative Firewall as a Service (FWaaS) team focused on delivering a best-in-class, highly available Cloud Next-Generation Firewall (CNGFW) service. Our mission is to protect our customers’ public cloud workloads with resilient, scalable, and always-on firewall solutions. As the leading FWaaS provider, we successfully integrated in AWS, Azure, Google Cloud, and Oracle Cloud. Driven by a commitment to excellence, we set the standard for best-in-class security across even the most complex cloud infrastructures. We also happen to be one of the fastest-growing Security Products within Palo Alto Networks.Compensation DisclosureThe compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $166000 - $268500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here (http://benefits.paloaltonetworks.com/) .Our CommitmentWe’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com .Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.All your information will be kept confidential according to EEO guidelines.