Product Support Manager Job Profile

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What is a Product Support Manager?

Product Support Manager must know:

  • computer networking concepts and protocols, and network security methodologies.
  • risk management processes (e.g., methods for assessing and mitigating risk).
  • laws, regulations, policies, and ethics as they relate to cybersecurity and privacy.
  • cybersecurity and privacy principles.
  • cyber threats and vulnerabilities.
  • specific operational impacts of cybersecurity lapses.
  • industry-standard and organizationally accepted analysis principles and methods.
  • Risk Management Framework (RMF) requirements.
  • new and emerging information technology (IT) and cybersecurity technologies.
  • resource management principles and techniques.
  • system life cycle management principles, including software security and usability.
  • how information needs and collection requirements are translated, tracked, and prioritized across the extended enterprise.
  • Supply Chain Risk Management Practices (NIST SP 800-161)
  • import/export control regulations and responsible agencies for the purposes of reducing supply chain risk.
  • enterprise incident response program, roles, and responsibilities.
  • supply chain risk management standards, processes, and practices.
  • functionality, quality, and security requirements and how these will apply to specific items of supply (i.e., elements and processes).
  • risk/threat assessment.
  • information technology (IT) supply chain security and supply chain risk management policies, requirements, and procedures.
  • Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.
  • Import/Export Regulations related to cryptography and other security technologies.
  • organizational process improvement concepts and process maturity models (e.g., Capability Maturity Model Integration (CMMI) for Development, CMMI for Services, and CMMI for Acquisitions).
  • service management concepts for networks and related standards (e.g.,
  • Information Technology Infrastructure Library, current version [ITIL]).
  • how to leverage research and development centers, think tanks, academic research, and industry systems.
  • sustainment technologies, processes and strategies.
  • information technology (IT) acquisition/procurement requirements.
  • the acquisition/procurement life cycle process.

Key skills of the Product Support Manage include:

  • identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
  • translate, track, and prioritize information needs and intelligence collection requirements across the extended enterprise.

Product Support Manager must be able to:

  • apply supply chain risk management standards.
  • conduct and implement market research to understand government and industry capabilities and appropriate pricing.
  • oversee the development and update of the life cycle cost estimate.
  • evaluate/ensure the trustworthiness of the supplier and/or product.
  • ensure security practices are followed throughout the acquisition process.

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