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At Ciena, we understand the importance of career development and actively support & encourage internal mobility. We are committed to considering YOU first to fill open roles, in addition to exploring external applicants. Learn more about Internal Mobility and review our Internal Mobility Guidelines.
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Why Ciena:
We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees.
We recognise the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
We know that financial security is important. We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
We realize time away to recharge is non-negotiable. We offer flexible paid time off!
Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.
How You Will Contribute:
Reporting to the Director, Global Technical Support as a Manager, Global Technical Support, you will lead a team of ATS engineers responsible for providing customer support 24 x 7 x 365.
You will be responsible for hiring, coaching, mentoring, monitoring team performance and developing talent.
You will act as the escalation point for key customer issues and provide managerial support and guidance to team members.
You will identify opportunities to optimize the team’s workload by identifying process efficiencies.
You will provide input as required for ATS and / or Engineering operational reviews.
You will influence the business community as customer advocate to drive resolution of product issues as well as to fast-track product improvement initiatives into Engineering, PLM, and Quality.
You will foster collaborative working relationships between your immediate team and peer ATS teams, as well as between your immediate team and other Ciena teams / organizations to ensure high level of CSAT
Represents the department effectively & professionally as required, both internally as well as to customers
What Does Ciena Expect of You?
Initiative – You’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
Creative thinking – you’re keen to understand technology and see opportunities to synthesize higher level requirements into design tasks.
Agility – you are readily able to manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.
Communication expertise – You can tailor your message and ideas to the audience to ensure understanding and agreement.
Leadership – the ability to influence, empower and lead by example.
The flexibility to work independently and as part of a broader team – you thrive in a team environment, but are comfortable working independently as required.
Mentorship – you enjoy the opportunity and associated challenges of coaching and mentoring team members.
A commitment to learning – you keep abreast of market, competitor and technology developments and use that information to Ciena’s advantage.
SCOPE OF RESPONSIBILITIES
Provide system level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. Knowledge and experience with personal computers, Microsoft office suite of software in L2 and L3 domain. Expert in data communications protocols including Ethernet and IP networks is required. Experience with Element Management or Network Management systems would be and asset advantageous.
SPECIFIC RESPONSIBILITIES
Provide remote technical support for identified CIENA products.
Ready for night and weekend on call support.
Provide on-site support to Customers where required.
Communicate with Design and Engineering Supply Chain on problems / issues found in the field.
Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
Create, review, validate and publish required MOP/KB/FSB documents describing solutions and procedures
Contribute to knowledgebase.
Perform a Customer Lead Engineer roll for specific customers.
Resident Engineering functions on-site or remote.
Travel to customer sites and Ciena locations globally.
Performs other duties as assigned
REQUIRED SKILLS
Proficiency with various software applications including Microsoft Outlook, Microsoft Word, and Excel
Ability to analyze, troubleshoot and resolve problems.
Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
Familiar with various types of test equipment for optical and protocol testing.
Exposure to with system level troubleshooting on Layer 2/4 networks and associated DCN networks.
L2: Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, Static MPLS-TP , STP, VPC, LACP, LLDP.
L3: IPv4 and IPv6 routing (basic understanding), IPv4, IPv6, Routing protocols – OSPF, IS-IS, MP-BGP, BGP-LU, LDP, MPLS-TP and MPLS-TE, MPLS L2VPN and L3VPN, Segment Routing, EVPN, Seamless/Unified MPLS.
Should have strong understanding of IP networks design on SP network.
Good abilities to build relationships build and strong Customer focus.
Team player that is ready to contribute or lead elements of troubleshooting and problem resolution.
Ability to deal with stressful situations with colleagues and customers.
Must have the ability to communicate effectively in English language both verbal and written
EDUCATION AND EXPERIENCE
Bachelor’s degree in technical field (e.g. Engineering, Electronics, Computer Science) from a four-year college or university with three to five years related experience or equivalent combination of education and experience
5-10 years related experience or equivalent combination of education and experience.
Experience in a technical support role with an equipment vendor in the Telco industry.
Proven problem-solving experience and expertise
Experience with Tier-1 Service Provider network on planning and implementation is plus
Problem solving experience and expertise in the areas of Carrier Ethernet equipment, optical equipment, or associated management networks and products is a plus
Candidates having Certifications like CCNA, CCNP or equivalent are preferred.
At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
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