Senior Associate, Incident Management - Global Customer Care

Ciena; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Join a forward-thinking technology company that prioritizes a people-first culture. As an Incident Manager, you will lead the resolution of critical technical incidents while ensuring effective communication with stakeholders. This fast-paced role requires strong leadership and collaboration skills, as you will work closely with cross-functional teams to drive outcomes and enhance the Incident Management process. If you thrive in dynamic environments and are passionate about delivering exceptional customer service, this opportunity will allow you to make a significant impact.

Qualifications

• 3-6 years of experience in an Incident management role or technical support.
• Excellent presentation and communication skills for senior executives.

Responsibilities

• Manage escalated technical support incidents and ensure timely resolution.
• Coordinate communication plans with stakeholders and provide updates.

Skills

Incident Management

Technical Support Management

Project Management

Customer Relationship Management

Communication Skills

People Management

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Systems

Bachelor's degree in Business Administration

Job description

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing 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:

This role is part of a 24x7 function that will serve as the primary focal point during highly escalated technical support incidents impacting Ciena’s customers, leading the resolution of the incidents while providing executive-level communication updates to all stakeholders throughout the entire process. The Incident Manager is also responsible for GCC case quality assurance and oversight of the existing work-on-hand to ensure Service Level Objective (SLO) performance targets are being met. This is a fast-paced position that is highly visible to the executive leadership teams within Ciena and our customers. In addition to managing incidents, you will be expected to contribute to the continued development of the Incident Management team by refining and/or creating new process documents, special handling instructions, daily/weekly reporting on specific areas of the business and managing micro-projects within the team.

Essential Duties And Responsibilities :

• Evaluates each Incident request for acceptance into Incident Management and follow defined extended outage and high impact notifications
• Assumes command and control of the situation, coordinating and assembling the appropriate resources required to resolve the Incident.
• Coordinates the technical resolution plan with GCC engineers and Managers.
• Collaborates with other functional teams and organizations within Ciena, assumes control of bridge and drives actions to completion.
• Establishes the communication plan with other stakeholders in Ciena as well as customer – becomes the communication focal point providing regular internal/external updates.
• Serves as the decisionmaker when collaboration fails to deliver an outcome.
• Tracks deliverables to ensure timely follow-through is occurring.
• Sending post-mortem notifications for highly complex outages, required after recovery of outage by GCC, Design & PLM Teams .
• Closely monitors GCC dashboards to ensure SLOs are met and engages proactively for ongoing outages in recovery.
• Sending out Heightened Awareness notifications for upcoming catastrophic Weather as well as Geopolitical situations impacting communications network of Ciena customers.
• Apart from Incident Management function, being a 24x7 role, Incident Manager will be supporting for network access of select Ciena customers

The Must Haves:

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
• 3-6 years of experience in an Incident management role, technical support management, or a technical project management role leading complex customer issues and solutions.
• Excellent presentation, communication, diplomacy and customer relationship management skills to demonstrate comfort and presence in interacting with senior executives.
• Excellent people management skills (coaching, mentoring, motivating and influencing) to help the Incident response team achieve the desired outcomes.
• Proven track record working with cross-functional teams in a global environment.
• Demonstrated ability to challenge the status quo to identify and remove any systemic issues and inefficiencies.
• Must be a motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
• Ability to deal with stressful situations with colleagues and customers.
• Must be punctual, ready to work in night shifts and able to accept continuous and unusual work hours, typically, at very short notice.
• Project Management experience is a plus.
• Must have a demonstrated customer-first and can-do attitude!

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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.

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