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Senior Associate, Incident Management in Global Customer Care
2 weeks ago
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.
Are you ready to make an impact in a fast-paced, high-visibility role? At Ciena, we are looking for a dedicated Incident Manager to join our 24x7 function, serving as the primary focal point during escalated technical support incidents. This role requires a dynamic individual who can lead incident resolution, provide executive-level communication updates, and ensure Service Level Objective (SLO) performance targets are met. If you thrive under pressure, excel in cross-functional collaboration, and are passionate about delivering exceptional customer experiences, this is the opportunity for you.How You Will Contribute:- Evaluate incident requests for acceptance into Incident Management and oversee extended outage and high-impact notifications.
- Command and control incident situations, coordinating and assembling the necessary resources for resolution.
- Collaborate with GCC engineers, managers, and other functional teams to drive technical resolution plans and actions to completion.
- Establish communication plans with stakeholders, serving as the primary communication focal point during incidents.
- Act as the decision-maker when collaboration fails to deliver outcomes.
- Track deliverables to ensure timely follow-through and send post-mortem notifications for complex outages.
- Monitor GCC dashboards to proactively engage in ongoing outages and ensure SLO compliance.
- Send heightened awareness notifications for catastrophic weather or geopolitical situations impacting Ciena customers' networks.
- Support network access for select Ciena customers as part of the 24x7 role.
- 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 technical project management leading complex customer issues and solutions.
- Exceptional presentation, communication, diplomacy, and relationship management skills to interact confidently with senior executives.
- Strong people management skills, including coaching, mentoring, motivating, and influencing teams.
- Proven experience working with cross-functional teams in a global environment.
- Demonstrated ability to challenge inefficiencies and systemic issues to drive continuous improvement.
- Self-motivated with excellent time management skills and the ability to work independently from broad guidelines.
- Ability to manage stressful situations with colleagues and customers effectively.
- Must be punctual, ready to work night shifts, and adaptable to unusual work hours at short notice.
- Project Management experience.
- Experience with creating and refining process documents, special handling instructions, and reporting.
- Familiarity with micro-project management within teams.
- A customer-first and can-do attitude.
- Knowledge of global communication network challenges and solutions.
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