Blue Planet Advanced Technical Support Engineer

Found in: beBee S IN - 1 month ago

Remote Site, India Ciena Full time

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 individualâs passions, growth, wellbeing and belonging. Weâre a technology company that leads with our humanityâdriving our business priorities alongside meaningful social, community, and societal impact.

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Ciena Blue Planet is seeking a Technical Support Engineer for the Blue Planet Global Support Team in India.
 

The role involves supporting and proactive monitoring system that will auto generate support cases based on certain alarms and events coming from our customerâs deployments.   

Responsibilities:

  • Responsible for initial definition of alarm and event escalation templates and alarm correlation algorithms for existing Blue Planet products.
  • Responsible for creating and maintaining an internal reporting dashboard for monitoring system performance, as well as creating and maintaining customer-specific dashboards
  • Responsible for regular reports on system performance, alarm triggers, and customer-specific issues
  • Responsible for training and guiding staff on the use of the event manager platform as well as maintaining documentation on operations and procedures
  • Responsible for collaborating with other teams to ensure  monitoring efficiency and effectiveness
  • Responsible for implementing system updates and enhancements

Desired Experience and Skills:

  • Linux/Unix working knowledge and experience required.
  • Experience with Kubernetes Deployments and managing production networks in a cloud environment
  • Ability to understand complex workflows and troubleshoot faults in the Event Management logic.
  • Experience troubleshooting and using Python/scripting languages
  • Strong software debugging and troubleshooting skills
  • Experience creating operational procedures, design documents, requirements as needed.
  • Capable of being proactive, working independently and as part of a team in order to resolve issues
  • Ability to work across the organization and communicate results

  • Building an event Management strategy for multi-customer setup, or prior experience in creating monitoring templates
  • Prior experience in managing monitoring templates
  • Experience in Python/scripting languages
  • Experience with JIRA, Salesforce, MuleSoft, Prometheus, Alert Manager applications
  • Previous experience setting up event thresholds in the monitoring platform, experience with tools like Dynatrace, Splunk, Datadog in a production network desired.
  • Experience working in OSS/BSS environment

Education & Experience:

  • Bachelorâs degree in related field from a college or university with 5+ years related experience (or Master with 3+ years).
  • Preferably of 5+ yearsâ experience supporting software solutions
  • Preferably has experience in a technical support role with an equipment vendor in the Telco industry

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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 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.

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