Critical Incident, Change and Problem Lead

Ciena Corporation; United States; Remote; USD 71,600 - 121,500; Full time

Benefits offered by this job

Comprehensive benefits package

Employee Stock Purchase Program

401(K) with company matching

Paid sick leave and vacation time

Job summary

A leading technology company in the United States is seeking a Critical Incident, Change and Problem Lead to drive operational excellence and enhance service reliability. The role requires strong experience in managing incidents and excellent communication skills. Candidates should thrive in fast-paced environments and possess a design thinking mindset to solve complex challenges. The annual salary range is $71,600 - $121,500 USD, complemented by a comprehensive benefits package including medical, dental, and vision plans, along with a 401(K) with company matching.

Qualifications

• Strong experience managing incidents, problems, and changes in technology-driven environments.
• Excellent verbal and written communication skills with the ability to multitask and prioritize under pressure.
• Familiarity with design thinking principles to deliver innovative solutions and process improvements.

Responsibilities

• Lead critical incidents to restore services quickly and effectively.
• Conduct post-incident reviews to identify root causes and implement preventive measures.
• Manage change processes to mitigate risks and ensure smooth transitions.

Skills

Incident management

Problem-solving

Change management

Communication skills

Design thinking

Education

ITIL certification or equivalent experience

Tools

Incident tracking tools

Job description

They gather information about your interactions on the site, such as which pages you visit frequently, how long you stay, and the links or buttons you click. They help us record any difficulties you have with the website and help us to evaluate the effectiveness of our advertising. By analyzing this data, we can understand what aspects of our site are effective and identify areas for improvement.* This is a secondary processing purpose.* This is a secondary processing purpose.* This is a primary processing purpose.* This is a secondary processing purpose.Critical Incident, Change and Problem Lead page is loaded## Critical Incident, Change and Problem Leadlocations: Remote-UStime type: Full timeposted on: Publié aujourd'huijob requisition id: R030095As 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. **Critical Incident, Problem, and Change Lead** to drive operational excellence, lead critical processes, and deliver innovative solutions that enhance service reliability. If you thrive in fast-paced environments, enjoy solving complex challenges, and have a design thinking mindset, this is your opportunity to make a real impact.### **How You Will Contribute:*** Lead critical incidents to restore services quickly and effectively, ensuring clear communication with teams and stakeholders.* Escalate issues promptly to engage the right resources and drive resolution.* Conduct post-incident reviews to identify root causes and implement preventive measures.* Investigate recurring issues to find root causes and deliver permanent solutions.* Track and document problem resolution efforts to minimize service disruptions.* Manage change processes to mitigate risks and ensure smooth transitions.* Facilitate Change Advisory Board (CAB) meetings for approvals and monitor the impact of changes.* Influence service owners to actively engage in restoration and resolution efforts.* Build strong cross-functional relationships to foster collaboration and accountability.* Apply design thinking principles to solve problems creatively and improve user experiences.### **The Must Haves:*** Strong experience managing incidents, problems, and changes in technology-driven environments.* Excellent verbal and written communication skills with the ability to multitask and prioritize under pressure.* Proven ability to escalate issues effectively and drive collaboration across teams.* Familiarity with design thinking principles to deliver innovative solutions and process improvements.### **The Assets:*** ITIL certification or equivalent experience in service management.* Knowledge of incident tracking tools and systems.* Experience working in fast-paced, technology-driven environments.### The salary range for this position, in the USA, is $71,600.00 - $121,500.00 usd. #LI-JDPay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.Join our to get relevant job alerts straight to your inbox. 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 an Equal 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.