Evaluates each escalation request for acceptance into Escalation Management.
Assumes command and control of the situation coordinating and assembling the appropriate resources required to resolve the escalation.
Coordinates the technical resolution plan with the GTS engineers and managers.
Collaborates with other functional teams and organizations within Ciena and drives actions to completion.
Establishes the communication plan with the customer and other stakeholders becomes the communication focal point providing regular internal / external updates.
Serves as the decisionmaker when collaboration fails to deliver an outcome.
Tracks deliverables to ensure timely follow-through is occurring.
Conducts post-mortem / lessons learned analysis and drives Closed Loop Corrective Action (CLCA) process to resolve contributing failures / issues.
Facilitates and / or joins customer meetings and provides reporting and presentations on behalf of GTS.
Leads improvement initiatives by creating and monitoring escalation management dashboards.
Closely monitors GTS dashboards to ensure SLOs are met.
Experience and Personal Skills
Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.
6-8 years of experience in an escalation management role, technical support management, or a technical project management role leading complex customer issues and solutions.
Excellent presentation, communication, diplomacy and customer relationship management skills to demonstrate comfort and presence in interacting with senior executives.
Excellent people management skills (coaching, mentoring, motivating and influencing) to help the escalation response team achieve the desired outcomes.
Proven track record working with cross-functional teams in a global environment.
Demonstrated ability to challenge the status quo to identify and remove any systemic issues and inefficiencies.
Must be a motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
Ability to deal with stressful situations with colleagues and customers.
Must be punctual and able to accept continuous and unusual work hours. Typically, at very short notice.
Project Management experience is a plus.
Must have a demonstrated customer-first and can-do attitude!
Rewarding experience. Meaningful outcomes.
Making a difference in people's lives through design and implementation of leading network technologies. That's what motivates us.
A distinct way to work
Free thinking, free discussion, and collaboration are the norm. Expect more satisfying outcomes - both personal and professional.
Ciena values the diversity of our workforce and respects its employees as individuals, regardless of race, nationality, religion, sexual orientation, gender or age.
Ciena is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific needs / accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.
Information received relating to any specific needs / accommodation measures will be addressed confidentially.
What you can expect from us
You will receive notification of your successful application
Successful applicants will be contacted by Talent Acquisition for an initial discussion
If suitable you will be considered for the short list and our formal interview process