You'll be a key operational leader, responsible not just for keeping the team running day-to-day, but for building the systems, runbooks, and culture that make incident response faster, calmer, and more effective across the organization.
Responsibilities
Lead, mentor, and grow a team of NOC L2 engineers responsible for escalated incident triage and resolution
Own on-call rotation structure, escalation policies, and incident response processes for the L2 team
Drive root-cause analysis and post-incident reviews, ensuring learnings translate into concrete process or system improvements
Partner with Engineering, Infrastructure, and Product teams to reduce recurring incident classes and improve platform reliability
Establish and refine runbooks, playbooks, and operational documentation to speed up incident resolution and reduce reliance on tribal knowledge
Monitor and report on key operational metrics (MTTD, MTTR, incident volume, escalation rates) to leadership
Manage team schedules, coverage, and on-call rotations to ensure 24/7 operational readiness
Hire, coach, and develop engineers on the team, conducting regular 1:1s, performance reviews, and career development planning
Act as an escalation point for the most critical or ambiguous incidents, providing hands-on technical guidance when needed
Collaborate with L1 NOC leadership to ensure smooth escalation handoffs and continuous improvement of triage criteria
Drive a culture of blameless postmortems and continuous operational learning
Qualifications
4+ years of experience in network operations, infrastructure, or site reliability roles, with at least 2+ years in a people management or team lead capacity
Strong understanding of networking fundamentals (TCP/IP, DNS, routing, firewalls, VPNs) and troubleshooting methodology
Proven experience owning incident response processes, including on-call rotation design and escalation management
Experience with monitoring, alerting, and observability tools (e.g., Grafana, Prometheus, Datadog, PagerDuty, Splunk)
Strong track record of driving operational improvements that measurably reduce incident volume or resolution time
Excellent communication skills — able to translate technical incidents into clear updates for both technical and non-technical stakeholders
Comfortable operating in a 24/7 operational environment, including managing coverage across shifts and time zones
Nice-to-Haves
Experience in telecom, ISP, networking hardware, or connected-device industries
Familiarity with cloud infrastructure (AWS, GCP, or Azure) and container orchestration (Kubernetes, Docker)
Experience with automation/scripting to reduce manual operational toil (Python, Bash, or similar)
Prior experience scaling a NOC or SRE team through significant growth
ITIL or similar operational framework certification/experience
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.
