Senior Associate, Incident Management

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Ciena

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Telecommunications • Hardware • Networking

Ciena is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation.

5001 - 10000 employees

Founded 1985

📡 Telecommunications

🔧 Hardware

💰 Series C on 1995-12

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Flexible work environment • Individual growth opportunities • Well-being initiatives • Community and societal impact