Job Description Insight Global is seeking a IT Product Manager to lead the strategy, governance, and evolution of a custom knowledge management platform that supports service operations and AI-powered support experiences. This role focuses on transforming fragmented information into structured, trusted, and scalable knowledge assets that improve operational efficiency, support digital workflows, and enable effective AI outcomes. Rather than focusing on building software features, the successful candidate will own the direction, organization, governance, and continuous improvement of a knowledge platform that serves both human support teams and AI-driven systems. The ideal candidate is a strategic thinker who can operate independently, navigate ambiguity, evaluate competing priorities, and make informed decisions that improve how knowledge is created, maintained, discovered, and consumed across the organization. Responsibilities - Own the strategy, governance, and continuous improvement of a custom knowledge management platform supporting both internal operations and AI-powered experiences. - Develop and execute scalable knowledge management processes, including content creation, taxonomy, metadata, information architecture, governance, indexing, maintenance, and lifecycle management. - Partner with internal IT support, product, engineering, operations, and business teams to identify knowledge gaps, eliminate operational friction, reduce knowledge debt, and improve content quality across the organization. - Drive the consolidation, organization, and optimization of operational knowledge assets, including product documentation, runbooks, FAQs, troubleshooting guides, operational playbooks, release communications, and support content.



- Evaluate and improve how knowledge is structured, maintained, discovered, and consumed to maximize effectiveness for both human users and AI systems. - Support AI-enabled initiatives by ensuring knowledge is organized, governed, and optimized for retrieval, AI-assisted support experiences, agentic workflows, workflow automation, and other AI-driven use cases. - Lead cross-functional programs and coordinate priorities, dependencies, and initiatives across technical, operational, and business stakeholders. - Collaborate with subject matter experts to transform fragmented or tribal knowledge into trusted, reusable, searchable, and scalable knowledge assets. - Establish metrics and reporting to measure knowledge health, adoption, coverage, effectiveness, AI readiness, and overall business impact. - Serve as the primary owner and strategic decision-maker for the knowledge platform, applying critical thinking and independent judgment to solve problems, evaluate opportunities, and drive continuous improvement. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion,



sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements - 5+ years of experience in Product Management - Product Management experience working within IT support, or service operations environments. - Experience developing knowledge strategies, governance frameworks, taxonomies, content standards, and information architecture. - Proficiency with internal support ecosystems or enterprise tools such as Confluence, Jira, ServiceNow, Zendesk, or similar - Familiarity with AI-assisted support, agentic workflows, retrieval-based systems, or human-in-the-loop operational models - Demonstrated experience leading large-scale cross-functional initiatives involving product, engineering, support, and operational stakeholders. - Solid stakeholder management skills with the ability to influence technical and non-technical audiences at multiple levels of an organization. - Experience working with enterprise knowledge systems, workflow platforms, content management systems, or support enablement platforms.

📌 IT Product Manager - INTL India (Hyderabad)
🏢 Insight Global
📍 Hyderabad