Manager, Global Technical Support

2 days ago

Gurgaon, Haryana, India Ciena Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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:

Reporting to the Director, Global Technical Support, as a Manager, Global Technical Support, you will lead a team of support engineers responsible for providing customer support 24 x 7 x 365.

  • You will be responsible for hiring, coaching, mentoring, monitoring team performance and developing talent.
  • You will act as the escalation point for key customer issues and provide managerial support and guidance to team members.
  • You will identify opportunities to optimize the team's workload by identifying process efficiencies.
  • You will provide input as required for ATS and / or engineering operational reviews.
  • You will influence the product business community as a customer advocate to drive resolution of product issues and to fast-track product improvement initiatives into Engineering, PLM, and Quality.
  • You will foster collaborative working relationships between your immediate team and peer ATS teams, as well as other Ciena teams / organizations to ensure high level of CSAT
  • Represents the department effectively & professionally as required, both internally as well as to customers
  • Potential for customer site visits to discuss customer concerns.

The Must Haves:

  • Bachelor's degree in related discipline coupled with experience in a support or equivalent role with direct customer support responsibilities.
  • Proven history in people leadership, specifically engineers providing timely technical support in a global environment.
  • Good understanding of telecommunications systems and / or of Ciena specific products.
  • Demonstrated proficiency with Microsoft Office Suite.

The Assets:

  • Knowledge of computers, data communications, UNIX/Sun and IP network experience.
  • Working knowledge of telecommunication networks using layer 2/3 technologies.
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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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