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Director, Global Technical Support

2 weeks ago

Gurgaon, Haryana, India Ciena Full time US$ 1,50,000 - US$ 2,00,000 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.

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's 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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