Senior Incident 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.

WHAT YOU'LL DO

• Manages incidents for Plume’s production systems globally. 
• Responsible for the efficiency & effectiveness of Incident process within the Organization
• Classification and Prioritization of all incidents based on impact to contract SLA
• Engage resources to resolve the major incidents and thus avoid customer/business impact
• Identify opportunities for improvement in the existing incident management 
• Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
• Make decisions regarding real-time incident resolution activities and select client situations for executive and management escalation updates.
• Acts as a liaison between the business and technology teams for high severity incidents (priority 0, 1, and 2 spanning across the entire enterprise) and escalates as appropriate.
• Maintains trend data and metrics related to changes, incidents for clients, and executive reporting.
• Compiles the enterprise post-incident report (RCA) and works with various teams in root cause analysis.
• Support  software engineering, technical operations, Information Technology, Information  security, and customer support teams, and others  who are responsible for assessing and triaging incident escalations
• Send communication updates for all incidents until incident resolution
• Manage communications to internal stakeholders, leadership  and customers – Communication process for internal and external 
• Proactively using monitoring and alert applications to identify incidents

WHAT YOU'LL BRING

Professional Experience & Knowledge

• Senior-level experience in Incident Management: Minimum of 5+ years in ITIL-based incident management, ideally in fast-paced, high-availability environments such as cloud services or networking.
• Deep knowledge of ITIL frameworks: Strong command of ITIL v3 or v4 (certification preferred), with hands-on experience establishing and optimizing incident management processes.
• Proven track record in process implementation: Ability to design, implement, and operationalize end-to-end incident processes aligned with business goals.
• Experience with ITSM platforms: Solid experience with platforms such as ServiceNow, Jira Service Management, Salesforce, or similar.
• Cloud and network infrastructure understanding: Broad technical understanding of cloud-based WiFi infrastructures, network components, integrations (e.g. APIs), and monitoring.
• Incident performance monitoring: Strong ability to define, track, and report on performance KPIs (e.g. MTTR, incident volumes, SLA adherence, root cause trends).
• Executive-level communication and management: Skilled in leading and managing high-priority incidents at the executive (C-Level) level, including clear status updates, risk assessments, and action plans.

Personal Attributes & Soft Skills