Director, Global Technical Support

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. Were a technology company that leads with our humanitydriving our business priorities alongside meaningful social, community, and societal impact.

Job Title: Director, Technical Support (Global Customer Care)

Overview

This leadership role oversees the India Technical Support function within Global Customer Care (GCC) for optical, routing & switching & Network Management System platform. The Director is responsible for providing strategic direction, ensuring exceptional service and support to India and global customers through a 'follow-the-sun' model. Key objectives include driving customer satisfaction, fostering strong relationships with customers and internal stakeholders, developing the management and technical teams, cultivating a high-performing team, and contributing to overall business success.

Responsibilities

Leadership & Team Management:

- Lead and mentor the India team of managers, Customer Technical Advisors (CTAs), and engineers.
- Define clear goals and performance expectations aligned with GCC KPIs, local requirements, and business objectives.
- Provide regular feedback, facilitate professional development, and implement performance reviews.
- Take corrective actions to build a cohesive team and a positive work environment.
- Promote a knowledge management culture, ensuring team readiness for product launches and driving tool and automation adoption.

Operational Excellence

- Drive continuous improvement based on customer experience surveys (CSAT), annual feedback, and operational reviews.
- Manage stakeholder expectations regarding the GCC charter and establish key customer-facing processes.
- Improve JIRA quality across the board with relevant details and encourage lab reproduction to facilitate quick turnaround from Design escalated cases.
- Escalations management including due diligence as per laid down procedure (impact, urgency, escalation level) and prioritisation among other high priority tasks.
- Analyse Glint feedback and take appropriate action to address concerns and improve employee satisfaction (ESAT).
- Participate in and present GCC performance for India accounts and challenges in monthly service reviews.
- Coach CTA members to enhance customer collaboration with customer and process adherence.
- Foster a collaborative team culture within team culture within Ciena and Global Services
- Establish and maintain service level agreements and supplier relationships to support GCC processes.
- Encourage team participation in the Ciena Cares Community.

Customer Focus

- Provide customer leadership as needed.
- Resolve escalated customer issues to ensure customer satisfaction.
- Represent the department effectively across the organization.
- Provide coaching and guidance to managers and engineers for any deadlock situations.
- Be available for periodic on-call duties to support customer escalations 24/7/365.

Strategic Alignment

- Collaborate with peer GCC Directors on process improvement initiatives.
- Manage and maintain the allocated budget for Travel & Expenses (T&E) and provide input for Capital Expenditures (Capex) and Operating Expenses (Opex) submissions.
- Present quarterly updates on the Voice of the Customer (VOC) to GCC and Services leadership.
- Support the Senior Director by contributing to various activities and responsibilities as assigned.

Qualifications

Education: Bachelor&aposs degree in a related field or equivalent experience.

Experience

- 15+ years of relevant experience in a support or customer-facing role.
- Proven experience in Technical Operations & Operations Support & people management.

Skills & Abilities

- Strong understanding of telecommunications systems and/or Ciena products.
- Deep & work experience on OTN, DWDM, Control Plane, Layer2 / Layer 3 IP Technologies, automation & network management suites.
- Proven leadership and crisis management skills.
- Strategic thinking and forward-looking perspective.
- Experience in budget management and financial awareness.

Assets

- Understanding and experience with knowledge management systems in a large organization.
- Vision for automation to reduce effort and improve efficiency.
- Proficiency in Microsoft Office Suite (Outlook, Word, Excel, Visio).
- Project management skills
- Knowledge of computers, data communications, and related technologies (UNIX/Sun and IP network experience is a plus).

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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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