Director, NOC (Network Operations Center)

As Director of the Network Operations Center (NOC) at Plume, you take full ownership of our global 24x7x365 NOC team. In this high-impact leadership role, you manage a tier of NOC managers and lead large-scale, geographically distributed teams to ensure rapid incident response and high system availability for our customers, partners, and platform. You sit at the intersection of operational leadership and technical ownership, serving as the point of accountability for monitoring and supporting Plume's global operations.

What you'll do

• Assume full ownership and strategic leadership of Plume's global, 24x7x365 NOC team
• Develop, coach, and mentor a tier of NOC managers to build high-performing, geographically distributed teams
• Own and drive Plume's incident management program to enable rapid mitigation of complex technical issues
• Ensure the team strictly adheres to defined KPIs, SLAs, operational metrics, and industry benchmarks
• Define, implement, and continuously refine core processes, Standard Operating Procedures (SOPs), and key technical projects to elevate service delivery
• Partner closely with engineering and cross-functional peers to maintain high system availability and deliver seamless support to customers and partners

What you bring

• A Bachelor's degree in a STEM field or equivalent work experience
• Ten or more years of experience managing NOC and technical support operations
• Experience with incident management and response
• Hands-on technical experience with cloud platforms, Wi-Fi, networking, infrastructure, and application support
• Strong leadership process and framework skills, with the ability to manage and resolve conflicts effectively
• Excellent communication skills, both verbal and written
• Strong organizational skills and attention to detail
• A proactive approach towards learning and professional development

About Plume

Plume is the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers. The company partners with over 400 ISP customers, including Charter, Liberty Global, and J:COM. Plume delivers services to over 60 million locations globally and has managed over 3 billion devices on its platform, using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces.