Ciena Looking for Sr. Associate, Global Technical Support (P2) at Gurgaon, Haryana Full Time

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world – picking up the phone, streaming video, texting a friend or loved one – your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.

Job Description

Provide system level post-sales support for CIENA’s Customer base including the following product lines: 6500, Waveserver, 54xx, Packet and MCP among others, this position is intended to be remote with occasional visits to site as requested as a resident engineer for a customer. This includes testing, troubleshooting and remote technical support for CIENA products.

A firm understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Mid-level expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. Experience with Element Management or Network Management systems would be an asset.

RESPONSIBILITIES

Provide remote technical support (via telephone or on line) for identified CIENA products 24×7 when required. On call duty includes evenings and weekends.

Provide on-site support to Customers where required.

Communicate with Design and 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/ISB/FSB documents.

Contribute to knowledgebase (KCS)

Train newly hired Technical Support Engineers.

Performs other duties as assigned

Perform a Customer Lead Engineer roll for specific customers

Resident Engineering functions on-site or remote

Travel to customer sites and Ciena locations globally

GENERAL ACTIVITIES

Use professional concepts in accordance with company objectives to solve customer problems escalated to this level of expertise from lower levels using product simulations, accurately defining the problem to development engineering and ensuring problem is fixed to satisfaction of customer. This may require travel to the customer’s site if problem duplication efforts are not effective in resolving customer problem.

Participate with peers to co-resolve critical client multi-technology network issues and provide creative recommendations to highly complex network issues.

Exercises independent judgment in developing methods, techniques and evaluation criteria for obtaining results.

Excellent customers service interaction skills especially in stressful situations.

Highly motivated individual that encourages initiative in others; takes action to create opportunities or avoid problems.

Collaborate with other regions providing global support for those customers choosing a global premier offering.

Providing graceful handoff between support teams and regions where different product skills are required.

Weekly Call to review technical details of all current open tickets and delivers RCA reviews.

Attend QBR’s and presenting technical support information.

Build a good working relationship with Franchise Leaders, account, PLM and CTA to keep them informed of all critical issues and information related to the customer.

Keep track of trending issues related to customer and drive them to improve stability of the customer’s network

Work closely with CTA on escalations to ensure proper resources are allocated to bring the issue to resolution in a timely manner.

COLLABORATION WITH STAKEHOLDERS

Work with the development teams to obtain detailed technical information and understanding of company products.

Work with others in the Service and Sales organization to obtain client network and relations information.

EXPERIENCE

Bachelor’s degree in Electrical Engineering, Computer Science or related field/discipline.

3-5 years’ experience in technical support – preferably an equipment vendor in the Telco equipment industry.

Excellent understanding of SONET/SDH, OTN, Ethernet, TCP/IP, Photonics, DWDM, ROADM and various Switching/Transport technologies and products are required.

Experience on one or more of the following optical transport platforms is a plus: OME 6500, CPL, OM 5200, CN4200, and CoreStream.

Experience in the use of network design tools such as OnePlanner, Optical Modeler and Ciena Network Designer.

Good understanding of the network management applications offered by Ciena and the underlying components that make up a fully integrated network management platform solution used to monitor and maintain customer networks.

Knowledge and experience with computers/servers, operating systems and databases to include UNIX, LINUX, VXworks, Oracle, and MySQL.

Familiar with the use of various optical and Ethernet technologies test equipment.

Ability to diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment.

Assist with multi-product interoperability issues between Ciena products or with external vendor equipment.

Requires fast and accurate judgment and analysis of complex situations and strong decision making skills

Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences.

Team Player with the ability to adapt to a continually changing market and customer demands.

Able to prioritize and promptly respond to customer issues/requests.

Excellent oral and written communication skills.

About Ciena

Ciena is a network strategy and technology company with a passion to provide an experience, to you and our customers that is as rewarding as the outcome. We attract the best and brightest– those with outstanding talent, motivation, and the right attitude to contribute to our success. Our culture balances our openness and informality with professionalism and trust and is built on the foundation of our core values: Customer First, Integrity, Velocity, Innovation, and Outstanding People.

Ciena enables everyone to have a voice and a network that supports them while on the journey to discovering their passion and purpose. We trust each individual to do what they can to reach their full potential and make an impact on the business, whenever, wherever they are in the world. With Ciena’s highly innovative, forward-thinking business practices, we reward people for pushing the boundaries. Unlock your potential at Ciena!

Being You @ Ciena

As part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual’s strengths, perspectives, ideas, and ability to meet the needs of our customers globally. Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law. We do not tolerate any form of discrimination. Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation measures required for you to be assessed in a fair and equitable manner.

We do not charge any fee for employment and the same applies to the Recruitment Partners we work with. Additionally, we do not ask for any refundable security deposit to be paid in bank accounts for employment purposes. We request candidates to be cautious of misleading communications and not pay any fee/ deposit to individuals/ agencies/ employment portals on the pretext of attending Ciena’s interview process or seeking employment with us.