No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified below and you think you can bring value to the role, we’d love to learn more about you!
Manager, Global Technical Support (M3)
SCOPE OF RESPONSIBILITIES
First level manager leading a team of engineers in providing 7x24x365 technical support of global customer installed base for Ciena products.
SPECIFIC RESPONSIBILITIES
Lead a team of GTS engineers, potentially located across more than a single physical geography
Establish & monitor team performance expectations through annual Ciena HR process, providing regular feedback & coaching as necessary
Assist engineers to develop in their support role and progress towards future career objectives
Performs other people management related obligations and duties, such as disciplinary, performance management, hire and termination.
Escalation management of hot issues both from a customer management perspective, as well through providing managerial support & guidance to engineers as required
Ensuring team is equipped to manage workload through staffing, process efficiencies and on-call schedule as appropriate for given function
Manage / coordinate / define on-call rotations as required to support 7x24x365 coverage
Provide input as required for GTS and / or Engineering operational reviews
Participate as Management Escalation contact as required by organizational structure to enable 7x24x365 coverage
Influence business community as customer advocate to drive resolution of product issues as well as to drive product improvement initiatives into Engineering, PLM, Quality, etc.
Facilitate collaborative relationships between immediate team and peer GTS team, as well as between 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
Will serve other needs of the Director to make their day-to-day activities more manageable.
EDUCATION AND EXPERIENCE
Bachelor’s degree in related field from a four-year college or university
6-8 years related experience in a support or equivalent role with direct customer support experience
Combination of equivalent education & experience
CANDIDATE PROFILE
Good understanding of telecommunications systems and / or of Ciena specific products
Proven team leadership and / or crisis management skills
Knowledge of computers, Microsoft software applications and data communications, UNIX/Sun and IP network experience would be a benefit
Must have proficiency with various software applications including Microsoft Outlook, Word, Excel and Visio
has context menu
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.
Job Family Descriptor Responsible for the equipment’s operation and maintenance (Fault, configuration, alarm, performance and security) or network components to...
Apply For This JobWe are looking for candidates with a minimum 3- 5 years of experience as a Network engineer 24/7 rotational shift...
Apply For This JobSkill required: IT Audit – Operational Audit & Compliance Designation: Management Level – Team Lead/Consultant Job Location: Bengaluru Qualifications: BTech/10th/SSLC/SSC/12th/PUC/HSC...
Apply For This JobJob Description The job responsibilities include the administration of Windows servers and other Microsoft applications. Other tasks include advanced client...
Apply For This JobOnline BiddingWorked on online portals like Upwork, Linkedin, etcTarget orientedLead GenerationKnowledge in web technologies and IT domainHands-on experience with multiple...
Apply For This JobHiring for the Embedded Systems Engineer for an IT Company in Pune Location Posted on -December 31, 2021 Designation: -Embedded...
Apply For This Job