Monitoring and Management Product Manager

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Job title:    Monitoring & Management Product Manager

Job summary: 

The Monitoring & Management Product Manager is responsible for the strategy, roadmap, governance, adoption and operational success of a global portfolio of vendor software platforms used to remotely monitor and manage audio visual (AV) and workplace technology devices. The role ensures these platforms provide reliable telemetry, actionable alerts, remote support capabilities and useful operational insights that improve service quality and the technology-based office experience.

The Product Manager will work with Operations, Engineering, Information Security, Service Management, other product teams and technology vendors to translate business and operational needs into product capabilities. The role will guide platform selection and lifecycle decisions, establish support and governance models, drive integrations and automation, and measure the business value delivered by the portfolio.

Key responsibilities (analytical/decision making/supervisory): 

• Own the global product strategy and multi-year roadmap for AV telemetry, monitoring and remote management platforms.
• Lead proofs of concept and pilots; define success criteria, evaluate results and make evidence-based recommendations for production adoption.
• Gather and prioritize requirements from Operations, Engineering, product teams and other stakeholders, balancing service value, effort, risk and cost.
• Manage the product lifecycle for assigned platforms, including evaluation, selection, onboarding, enhancement, integration, adoption, operational transition and retirement.
• Define platform standards for device onboarding, data consistency, health states, alerts, notifications, remote actions, and role-based access.
• Drive integration with enterprise service management, event management, asset data, analytics and reporting capabilities to create and support automated workflows and improve leadership decision making.
• Establish service definitions for in-scope platforms, ensure operational readiness requirements are met, integrate new platforms into PCD runbooks and Operations SOPs.
• Develop product KPIs and report on platform coverage, reliability, alert quality, adoption, automation, operational outcomes, cost and realized value.
• Ensure adequacy of on-premise platform infrastructure, including server capacity, back-up procedures, etc.
• Analyze telemetry and operational data to identify recurring issues, false positives, monitoring gaps and opportunities for proactive remediation or continuous improvement; collaborate with Operations to raise ITIL problems as appropriate.
• Manage strategic vendor relationships, licensing and service reviews; communicate EY requirements and influence vendor roadmaps.
• Prepare business cases, financial forecasts, investment recommendations and leadership updates for the product portfolio.
• Provide direction to internal teams, external suppliers and project resources delivering roadmap initiatives; the role may hold the “Sponsor’s Representative” role or coordinate work across teams without direct line-management responsibility.
• Ensure platform decisions and changes are properly governed and align with EY security, privacy, compliance, architecture and operational resilience requirements.

Knowledge, skills and experience requirements: 

To be successful in this role, candidates should exhibit the following core knowledge and skills:

• Strong product management experience in a global enterprise technology environment, including strategy, roadmaps, prioritization, lifecycle management and value realization.
• Experience managing software platforms for monitoring, observing and managing IoT endpoints, including unified communications, workplace technology or AV devices.
• Understanding of telemetry, events, device health, alerting, incident workflows, dashboards, APIs, data integration and management automation concepts.
• Ability to translate operational and technical requirements into clear product capabilities, user stories, acceptance criteria and measurable outcomes.
• Experience developing on-boarding and support processes and operational transition plans for enterprise platforms.
• Strong analytical and financial skills, including business-case development, cost-benefit analysis, forecasting and KPI definition.
• Proven ability to build trusted relationships, influence decisions and gain consensus across diverse functions, cultures and geographies.
• Ability to communicate complex technical topics clearly and concisely to engineering teams, operational stakeholders and senior leadership.
• Experience managing vendors, licensing, contracts, performance reviews and product evaluations.
• Knowledge of AV, Microsoft Teams Rooms, unified communications, collaboration technology or workplace technology is strongly preferred.
• Familiarity with Microsoft Teams Pro Management Portal, Utelogy, Cisco Control Hub, Poly Lens, Jabra+, Neat Pulse, Crestron XiO Cloud, Logitech Sync, ServiceNow, Netcool or Power BI is beneficial.
• Ability to work autonomously, exercise sound judgment, manage competing priorities and lead through ambiguity.
• Fluent written and spoken English; flexibility to participate in periodic early or late meetings with global stakeholders. Travel is expected to be limited.

Qualifications, certifications and education requirements: 

• Successful candidates will have the specific role experience noted below:
• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration or a related discipline, or equivalent work experience.
• Typically 5 to 8 years of relevant experience in product management, IT operations, monitoring and management, unified communications, workplace technology or a related field.
• Demonstrated experience owning or significantly contributing to the lifecycle of enterprise software products or platforms used by global teams.
• Experience leading platform evaluations, proofs of concept, pilots and production deployments.
• Experience defining and tracking measurable business and operational outcomes for technology products.
• Product Management, ITIL, Agile, Scrum, SAFe or PMP certification is beneficial.
• AVIXA CTS or relevant Microsoft, Cisco or other collaboration technology certification is beneficial.

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