Senior Incident Manager New

Plume Design; United States; Remote; USD 93,000 - 110,000; Full time

Job summary

Plume Design is seeking a skilled Incident Manager to oversee incidents for their global systems. The role demands a candidate with extensive incident management experience, particularly in ITIL frameworks, to ensure efficiency in resolving customer-impacting incidents. Successful candidates will thrive in urgent environments and possess excellent communication skills to link business and tech teams. Join a pioneering company in the smart home tech space and make an impact with your skills.

Benefits

401k plan with company match

Health, dental, and vision insurance

Equity options

Bonus potential

Qualifications

• 5+ years in ITIL-based incident management.
• Deep knowledge of ITIL v3 or v4.
• Proven track record in process implementation.

Responsibilities

• Manage global incidents for production systems.
• Engage resources to resolve major incidents quickly.
• Compile post-incident reports and analyze root causes.

Skills

Incident Management

ITIL frameworks

Process Implementation

Performance Monitoring

Cloud and Network Infrastructure

Education

ITIL certification

Tools

ServiceNow

Jira Service Management

Job description

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

• Strong and assertive personality: Confident in decision-making and capable of leading under pressure; used to taking ownership and driving resolution with authority.
• Calm and structured under pressure: Maintains focus and structure during high-impact situations; capable of orchestrating multi-team responses effectively.
• Strategic and analytical thinker: Understands both the details of the process and the larger technical and business context.
• Excellent communicator: Able to translate complex technical issues into clear, actionable communication for both technical teams and senior stakeholders.
• Proactive and hands-on mentality: Doesn’t wait for instructions—takes initiative, anticipates problems, and implements solutions early.
• High flexibility in terms of availability: Willingness to manage incidents outside of standard working hours, including on-call duty or escalations during evenings/weekends.

Total Compensation package would include: anticipated base compensation range of $ 93,500.00 - $110,00.00 + bonus + equity + benefits. Benefits include: a 401k plan and a company match, basic life insurance plus unparalleled health, dental, vision and other benefits and perks. Please see here for more details.

An employee’s base salary and its position within the range may depend on a number of factors including job related knowledge, education, skills, experience and other business related considerations. Published ranges are provided in good faith at the time of posting.

Kindly note that this is a REMOTE position, with a requirement to work in EST.

About Plume

As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 350 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.

Backed by investors such as Insight Partners and SoftBank Vision Fund 2, Plume is now valued at $2.6B, having added over $500M in funding in 2021 alone.

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.

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