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- Tasks: Lead incident response and problem resolution to enhance system stability and efficiency.
- Company: Plume Design is a pioneering tech company revolutionising smart home services with innovative SaaS solutions.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for professional growth.
- Why this job: Join a dynamic team that values creativity and innovation while making a real impact in technology.
- Qualifications: 5+ years in ITIL-based Incident and Problem Management; strong analytical and communication skills required.
- Other info: Be part of a rapidly growing company valued at $2.6B, with a commitment to diversity and inclusion.
The predicted salary is between 48000 - 84000 £ per year.
Join to apply for the Senior Incident and Problem Manager role at Plume Design, Inc
Join to apply for the Senior Incident and Problem Manager role at Plume Design, Inc
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.
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 – Europe, Remote
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 insights for both technical teams and executive stakeholders.
- Collaborative team player with strong cross-functional influence—even without direct authority.
- Ownership-driven and proactive, with a strong sense of accountability and urgency.
- Willingness to support on-call rotation, including evenings and weekends, as needed.
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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Seniority level
Mid-Senior level
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Employment type
Full-time
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Job function
Information Technology
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Senior Incident and Problem Manager employer: Plume Design, Inc
Contact Detail:
Plume Design, Inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Incident and Problem Manager
✨Tip Number 1
Familiarise yourself with ITIL frameworks, especially v3 and v4, as they are crucial for the Senior Incident and Problem Manager role. Consider joining online forums or groups where professionals discuss best practices in incident management to gain insights and network.
✨Tip Number 2
Showcase your experience with ITSM platforms like ServiceNow or Jira Service Management. If you have access to these tools, practice using them to manage incidents and problems effectively, as hands-on experience can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully managed high-pressure incidents. Use the STAR method (Situation, Task, Action, Result) to structure your responses, demonstrating your calmness and effectiveness under stress.
✨Tip Number 4
Research Plume's services and their approach to smart home technology. Understanding their unique platform and how it integrates AI and machine learning will help you articulate how your skills align with their mission during interviews.
We think you need these skills to ace Senior Incident and Problem Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in ITIL-based Incident and Problem Management. Focus on your achievements in managing incidents and problem resolution, especially in high-pressure environments.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and how it can improve lives. Mention specific experiences that demonstrate your ability to lead incident response efforts and drive operational improvements.
Showcase Technical Knowledge: Include details about your technical expertise in cloud-based infrastructure, networking technologies, and ITSM platforms like ServiceNow or Jira. This will show that you have the necessary skills for the role.
Highlight Soft Skills: Emphasise your leadership qualities, analytical thinking, and communication skills. Provide examples of how you've effectively collaborated with cross-functional teams and made decisions under pressure.
How to prepare for a job interview at Plume Design, Inc
✨Understand ITIL Frameworks
Make sure you have a solid grasp of ITIL v3/v4 frameworks, as this role heavily relies on them. Be prepared to discuss how you've applied these principles in your previous roles, especially in high-pressure environments.
✨Showcase Incident Management Experience
Highlight your experience in managing incidents, particularly in SaaS or cloud-native settings. Be ready to share specific examples of how you've handled major incidents, including your decision-making process and the outcomes.
✨Demonstrate Analytical Skills
Prepare to discuss your approach to root cause analysis and problem management. Use examples that illustrate your analytical thinking and how you've used data to drive service improvements.
✨Communicate Clearly
Effective communication is key in this role. Practice explaining complex technical issues in simple terms, as you'll need to convey information to both technical teams and executive stakeholders during incidents.
