Site Reliability Engineer (SRE) Manager

Responsibilities

• Lead, mentor, and grow a team of NOC L2 engineers responsible for escalated incident triage and resolution
• Own on-call rotation structure, escalation policies, and incident response processes for the L2 team
• Drive root-cause analysis and post-incident reviews, ensuring learnings translate into concrete process or system improvements
• Partner with Engineering, Infrastructure, and Product teams to reduce recurring incident classes and improve platform reliability
• Establish and refine runbooks, playbooks, and operational documentation to speed up incident resolution and reduce reliance on tribal knowledge
• Monitor and report on key operational metrics (MTTD, MTTR, incident volume, escalation rates) to leadership
• Manage team schedules, coverage, and on-call rotations to ensure 24/7 operational readiness
• Hire, coach, and develop engineers on the team, conducting regular 1:1s, performance reviews, and career development planning
• Act as an escalation point for the most critical or ambiguous incidents, providing hands-on technical guidance when needed
• Collaborate with L1 NOC leadership to ensure smooth escalation handoffs and continuous improvement of triage criteria
• Drive a culture of blameless postmortems and continuous operational learning

Requirements

• 4+ years of experience in network operations, infrastructure, or site reliability roles, with at least 2+ years in a people management or team lead capacity
• Strong understanding of networking fundamentals (TCP/IP, DNS, routing, firewalls, VPNs) and troubleshooting methodology
• Proven experience owning incident response processes, including on-call rotation design and escalation management
• Experience with monitoring, alerting, and observability tools (e.g., Grafana, Prometheus, Datadog, PagerDuty, Splunk)
• Strong track record of driving operational improvements that measurably reduce incident volume or resolution time
• Excellent communication skills — able to translate technical incidents into clear updates for both technical and non-technical stakeholders
• Comfortable operating in a 24/7 operational environment, including managing coverage across shifts and time zones

Preferred

• Experience in telecom, ISP, networking hardware, or connected-device industries
• Familiarity with cloud infrastructure (AWS, GCP, or Azure) and container orchestration (Kubernetes, Docker)
• Experience with automation/scripting to reduce manual operational toil (Python, Bash, or similar)
• Prior experience scaling a NOC or SRE team through significant growth
• ITIL or similar operational framework certification/experience

Role Summary

We're looking for an experienced Engineering Manager to lead our NOC L2 team. This role combines people leadership, operational ownership, and technical depth — you'll manage a team responsible for triaging, investigating, and resolving escalated network and platform incidents, while also driving process improvements that reduce incident volume and improve response times over time.

You'll be a key operational leader, responsible not just for keeping the team running day-to-day, but for building the systems, runbooks, and culture that make incident response faster, calmer, and more effective across the organization.

Nice-to-Haves

About Plume

As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 400 ISP customers, including some of the world’s largest such as 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.

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.