Product Manager

CACI•Washington, DC

2d•Onsite

About The Position

The Product Manager leads customer focused, results driven platform and production support services for cloud hosted, microservices based applications. This role focuses on strengthening user relationships, improving operational efficiency, and ensuring consistent, high quality delivery of production support outcomes. Operating at the intersection of technology, business processes, and mission needs, the Product Manager ensures stability, responsiveness, and continuous improvement of Tier 3 support and platform operations. As the Product Manager, you will work across technical, operational, and business teams to guide platform strategy, elevate user experience, streamline support processes, and drive measurable improvements in production health. You will analyze user trends, represent mission and customer needs, manage production issues from discovery through remediation, and ensure platform stability in a dynamic and highly visible environment. This role is ideal for a senior professional who blends analytical skill, operational insight, stakeholder communication, and leadership in cloud native environments.

Requirements

U.S. citizenship with ability to obtain a Public Trust clearance.
Bachelor’s degree with 15+ years of relevant experience.
Background in product management or business analysis, with strong familiarity in Agile environments, capability planning, and change management.
Exceptional written and verbal communication skills; demonstrated ability to analyze user data, articulate trends, and communicate insights to leadership and technical teams.

Nice To Haves

Experience in Operations & Maintenance (O&M) environments, including Service Desk, Tier 3 support, and platform management.
Familiarity with ITIL service operations processes and methodologies

Responsibilities

Communicate effectively across technical and business teams to ensure timely, accurate, and mission aligned outcomes.
Serve as the primary liaison between engineering, Tier 3 support, system owners, leadership, and end users, ensuring shared understanding of priorities, impacts, and expectations.
Develop, refine, and continuously improve platform support processes, Tier 3 workflows, escalation paths, and operational readiness checklists.
Partner with engineering teams to ensure production stability, timely incident response, and effective long term remediation strategies.
Represent user needs and mission priorities, ensuring operational decisions reflect business impact.
Analyze incident and ticket trends to identify recurring issues, systemic defects, workflow inefficiencies, and opportunities for proactive reduction of repeat incidents.
Drive short term and long term improvements in user experience, production reliability, and operational throughput.
Prioritize production support requests across multiple teams and stakeholders based on severity, mission impact, and business priorities.
Enable effective root cause analysis (RCA), partner with engineering to validate fixes, and track remediation actions through completion.
Manage production data changes, ensuring accuracy, auditability, governance compliance, and risk mitigation.
Drive consistent execution of support processes using KPIs, dashboards, and feedback loops.
Introduce and maintain disciplined change management practices aligned with the team’s Agile delivery cycles.
Promote operational stability while also identifying modernization opportunities within platform services and support architectures.