Principal Product Manager (CloudNGFW)

Company Description

Our Mission

At 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 Are

We 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.

Job Description

Your Career

At 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 Re