Senior Incident and Problem 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.

Incident & Problem Manager 

What You’ll Do 

As the Incident & Problem Manager, you will be responsible for ensuring the stability, efficiency, and continuous improvement of Plume’s global production systems. You will lead high-impact incident response efforts and manage problem resolution processes to minimize service disruptions, prevent recurrence, and drive long-term operational improvements. 

Incident Management Responsibilities: 

• Manage and coordinate global incidents across Plume’s production systems. 
• Own the incident lifecycle: classification, prioritization, escalation, resolution, and closure. 
• Engage and coordinate cross-functional teams during major incidents (P0, P1, P2). 
• Ensure real-time response and minimize downtime through rapid decision-making and structured execution. 
• Provide timely and clear communication updates to internal teams, leadership, and customers throughout the incident lifecycle. 
• Act as the central liaison between business, engineering, and operations teams during high-severity incidents. 
• Maintain metrics and trends related to incident volumes, root causes, SLA adherence, and MTTR. 
• Lead the post-incident review process (RCA) and ensure action items are identified and followed through. 
• Leverage monitoring and alerting tools to proactively detect and respond to incidents. 

Problem Management Responsibilities: 

• Identify and log problems based on incident trends, major incident reviews, and other system data. 
• Categorize, prioritize, and manage problem records from investigation through resolution.
• Conduct in-depth root cause analyses (RCA), utilizing techniques like 5 Whys or Kepner-Tregoe. 
• Collaborate with engineering, operations, and DevOps to drive permanent fixes. 
• Document workarounds and maintain a Known Error Database (KEDB) to support incident resolution. 
• Track and communicate problem status, progress, and risks to relevant stakeholders. 
• Feed insights into the Continual Service Improvement (CSI) process and identify systemic improvements across the organization. 

What You’ll Bring 

Professional Experience & Knowledge: 

• 5+ years of senior-level experience in ITIL-based Incident and Problem Management, ideally in SaaS, networking, or cloud-native environments. 
• Deep understanding of ITIL v3/v4 frameworks (certification preferred). 
• Proven ability to establish and optimize incident/problem management processes in high-availability, high-pressure environments. 
• Strong background in root cause analysis, trend identification, and service improvement planning. 
• Technical knowledge of cloud-based infrastructure, WiFi and networking technologies, APIs, monitoring systems, and common SaaS architectures. 
• Proficient with ITSM platforms like ServiceNow, Jira Service Management, or similar tools. 

Personal Attributes & Soft Skills: 

• Confident leader with the ability to guide teams and make decisions under pressure.
• Calm, structured, and effective in high-stress, high-stakes situations.
• Analytical thinker with a data-driven and strategic mindset.
• Clear and concise communicator, capable of translating complex technical issues into actionable insigh