Network Recovery Senior Associate

Ciena; Belfast; On-site; GBP 40,000 - 60,000; Full time

Job summary

Ciena, a leading technology company in high-speed connectivity, is seeking experienced Network Recovery Specialists in Belfast. This role requires expertise in Ciena's optical network and routing products to effectively troubleshoot network outages and restore customer service swiftly. Candidates should possess strong problem-solving and communication skills, with responsibilities that include documenting incidents and engaging with customers. Join a company that values a flexible work environment and supports professional development.

Benefits

Comprehensive benefits package

Competitive salary

Supportive work environment

Qualifications

• Minimum of 2 years experience in a Ciena technical support role or equivalent.
• In-depth knowledge of Ciena optical networking and recovery techniques.
• Strong communication skills and ability to work independently.

Responsibilities

• Respond to and resolve critical network outages promptly.
• Collaborate with team members and document troubleshooting actions.
• Participate in on-call weekend shifts and contribute to best practices.

Skills

Problem Solving

Communication

Critical Thinking

Attention to Detail

Collaboration

Education

Certifications related to Ciena products

Tools

Ciena optical network products

Routing and switching products

Job description

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

How you will contribute: We are seeking experienced engineers to join our dynamic team, specializing in rapid response and recovery of network outages. As a Network Recovery Specialist, you will be responsible for promptly responding to critical customer cases and working directly with customers to restore service as quickly as possible. This role requires a high level of expertise in Ciena optical network and/or routing and switching products, along with excellent problem-solving and communication skills.

Key Responsibilities:

• Respond to critical customer cases and engage directly with customers to recover service impacting conditions.
• Utilize your expertise in Ciena optical network and/or routing and switching products to troubleshoot and resolve network outages.
• Collaborate with team members to resolve complex network issues and provide guidance as needed.
• Document all actions taken, troubleshooting steps, and resolutions in a clear and concise manner.
• Adhere to established processes and procedures for incident management, service restoration and documentation.
• Produce initial/interim root cause analysis documentation for both internal and external use.
• Participate in on-call weekend shifts on a rotational basis (approximately once every 4-6 weeks).
• Participate in lessons learned and best practice processes for faster network recovery across larger technical support organization.

Must haves:

• Minimum of 2 years of experience working in a Ciena technical support role or equivalent experience with maintaining Ciena equipment in real networks.
• In-depth knowledge and expertise in Ciena optical network and/or routing and switching products, including experience with network recovery techniques.
• Strong problem-solving skills with the ability to think critically and make sound decisions under pressure.
• Excellent verbal and written communication skills while engaging directly with customers in network recovery efforts as well as follow-up engagements internally / externally.
• Strong communication skills to engage in executive level discussions a plus.
• Ability to work independently and resolve network outages while embracing collaboration on more complex outages as required.
• Strong attention to detail and ability to prioritize tasks effectively.
• Ability to thrive when facing high-pressure situations with stringent SLOs for network recovery.
• Availability to work regular shifts during normal business hours, Monday through Friday.
• Willingness to participate in on-call weekend shifts on a rotational basis.
• Preferred but not required: Certifications or qualifications related to Ciena products.

We offer a competitive salary, comprehensive benefits package, and a supportive work environment that encourages professional growth and development.

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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.

Ciena is anEqual Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.