This role sits at the intersection of operational leadership and technical ownership — serving as the point of accountability for monitoring and supporting Plume’s global operations while partnering closely with Engineering and cross-functional peers. You’ll own Plume’s incident management program, define and refine core processes and SOPs, and drive the technical projects that elevate our overall service delivery and customer experience.
Responsibilities
NOC Leadership: Assume full ownership and strategic leadership of Plume’s global, 24x7x365 NOC team.
Team Development: Develop, coach, and mentor a tier of NOC managers to build high-performing, geographically distributed teams.
Incident Management: Own and drive Plume’s incident management program to enable rapid mitigation of complex technical issues.
KPI & SLA Adherence: Ensure the team strictly adheres to defined KPIs, SLAs, operational metrics, and industry benchmarks.
Process & SOP Ownership: Define, implement, and continuously refine core processes, Standard Operating Procedures (SOPs), and key technical projects to elevate service delivery.
Cross-Functional Partnership: Partner closely with engineering and cross-functional peers to maintain high system availability and deliver seamless support to customers and partners.
Qualifications
Bachelor’s degree in a STEM field or equivalent work experience.
Ten+ years of experience managing NOC and technical support operations.
Experience with incident management and response.
Hands-on technical experience with cloud platforms, Wi-Fi, networking, infrastructure, and application support.
Strong leadership process and framework skills, with the ability to manage and resolve conflicts effectively.
Excellent communication skills, both verbal and written.
Strong organizational skills and attention to detail.
A proactive approach towards learning and professional development.
About Plume
As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 400 ISP customers, including some of the world’s largest such as Charter, Liberty Global, and J:COM.
Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume’s software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.
Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.
