NOC Manager

Life at Plume

At Plume, we believe that technology isn't about moving faster, it's about making life's moments better. Which is why we've built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale.

We now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We're expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data. 

With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can't do it exceptionally well, we don't do it. It's how we've assembled a team of world-class builders, thinkers, and doers. And it's how we're reinventing what's possible every day.

NOC Manager:

Plume's Technical Operations team is seeking a motivated and experienced NOC Manager to lead our global 24x7x365 NOC/SOC operation. In this role, you will oversee the monitoring and support of Plume's customers, internal systems, services, and applications to ensure timely resolution of technical issues while driving continuous improvement in operational efficiency and customer experience. You will collaborate closely with engineering teams and other stakeholders, managing a high-performing team focused on delivering flawless support and innovative solutions.

What You'll Do:

• Lead, mentor, and manage a team of NOC Analysts to ensure high performance, professional growth, and adherence to operational standards.
• Oversee the triage, routing, and resolution of cases opened by Plume customers and employees, ensuring SLAs are consistently met.
• Develop, implement, and optimize NOC processes, MOPs, runbooks, and playbooks to improve operational efficiency and incident response.
• Collaborate closely with engineering, operations, and global NOC teams to ensure seamless handoff and resolution of critical issues.
• Monitor platform health and performance, proactively identifying trends and potential issues before they impact customers.
• Manage shift schedules, on-call rotations, and workload distribution to maintain 24x7 operational coverage.
• Drive continuous improvement initiatives to enhance the quality of support, operational workflows, and customer satisfaction.
• Own communication and reporting for NOC performance, incidents, and escalations to senior management and stakeholders.
• Partner with cross-functional teams to provide feedback for product quality and functionality enhancements.
• Ensure compliance with security policies, industry standards, and organizational best practices.

What You'll Bring:

• Proven leadership experience managing technical teams in a 24x7 NOC or similar environment.
• Hands-on technical expertise in at least one of the following: Linux, Cloud, Networking, WiFi.
• Experience with operational tools such as Jira, Confluence, Slack, Grafana, and Kibana.
• Strong critical thinking, problem-solving, and decision-making skills with a methodical approach to troubleshooting.
• Ability to analyze complex system diagnostics and effectively communicate issues and solutions to both technical and non-technical stakeholders.
• Excellent interpersonal and communication skills, with a collaborative and coaching-oriented leadership style.
• A strong desire to foster a culture of continuous learning, growth, and innovation within your team.
• Bachelor's degree in a STEM field or equivalent professional 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 Comcast, 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.