NOC Analyst

@ Plume Design, Inc

About Plume

At Plume, we believe that technology isn't about moving faster, it's about making life’s moments better. Our platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces. We serve over 60 million locations globally and have managed over 3 billion devices. Our customers include leading ISPs like Comcast, Charter, and Liberty Global.

Role Overview - NOC Analyst

The Plume NOC Analyst will join a global 24x7x365 NOC/SOC operation supporting both customer and internal systems. You will work closely with engineers to deliver timely resolutions, ensuring excellent service for Plume customers.

What You Will Do

• Triage, route, and respond to cases from customers and employees.
• Monitor the Plume platform for SLA adherence.
• Execute MOPs, runbooks, or playbooks to remediate issues.
• Investigate and troubleshoot technical issues using available tools.
• Collaborate with operations and engineering teams; escalate when needed.
• Manage workload to resolve customer issues timely.
• Write and improve documentation.
• Provide feedback for product quality and functionality improvements.
• Work flexible shifts including standard hours and on-call off-hours.
• Contribute to process improvements across global NOC teams.

What You Will Bring

• Hands-on technical experience in Linux, Cloud, Networking or WiFi.
• Familiarity with Jira, Confluence, Slack, Grafana, and Kibana.
• Strong critical thinking and methodical troubleshooting skills.
• Ability to analyze system diagnostics and communicate issues clearly.
• A desire to continuously learn and collaborate.
• BS degree in a STEM field or equivalent professional experience.

Key skills/competency

• NOC Operations
• Technical Troubleshooting
• Linux
• Cloud
• Networking
• WiFi
• Monitoring Tools
• Runbooks
• Customer Service
• Collaboration