Sr. Staff Product Manager, AI-Native IT Service Management

About the team Service Operations is where enterprises find out whether their technology actually works. An outage starts, someone gets paged, a bridge call spins up, and the first twenty minutes go to working out what broke rather than fixing it. Our team owns the products that close that gap: incident and major incident, problem and root cause, change, on-call, and Notify. The people using them go well beyond the service desk, from application, platform, infrastructure, and network teams to DevOps and SRE groups who get alerted around the clock and the major incident commanders pulling everyone onto one call. Thousands of the largest IT organizations run their operations on these products. We are rebuilding them AI-native, not AI-assisted, with agents that triage, correlate, and resolve, and with people moving from doing the work to directing it. Our goal is Zero Service Outage. About the role You will own a piece of that portfolio outright: what good looks like for it, who it is for, and whether we are honestly there yet. Zero Service Outage is the goal, and the work is making it true for the customers who run their operations on these products every day. The interesting part of this job is not the model. It is the environment it runs in. Service operations data is the messiest data in the enterprise: half-populated CMDBs, incident descriptions written in a hurry at 2am, alert noise from a dozen monitoring tools, and naming conventions that differ by region. An agent that