Incident Manager
Ciena Corporation
8d ago


  • Launch readiness planning and runbook creation for Major Incident-management, Service Desk and IT processes for Major Incident handling.
  • Act as Facilitator during Major Incidents and other broadly impacting events.
  • Engage and manage workload and priorities of key stakeholders and participants in Major Incident activity to quickly assess business impact from service or application owners and quickly identify mitigation plans.
  • Interact directly with Customers, Ciena executive leaders, Managers and key stakeholders to proactively communicate status on active Major Incidents.
  • Facilitate industry-standard Root Cause Analysis (RCA) exercises across all Major Incident stakeholders / participants for beginning the Problem Management cycle.
  • Record, coordinate, and report on progress of the output from Post Incident Reviews, and RCA exercises.
  • Lead engineering teams on technical bridges to properly get to root cause, and follow up on agreed-upon post-incident actions
  • Provide approval and oversight of Emergency corrective actions and changes.
  • Identify knowledge and documentation gaps, and ensure there is a process to get up-to-date information through a knowledge repository
  • Provide feedback and drive improvements with current tools and process; driving initiatives to the appropriate group, for proactive design changes and implementation
  • Assist in the development and monitoring of Service Level Agreements (SLAs) to establish problem resolution and service request expectations.
  • Assist in the development, monitoring, and enforcement of policies and procedures that outline how problems are identified, documented, assigned and corrected.
  • Seek opportunities to improve platform reliability and standardization.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Act as a backup chair of daily Change Approval Board (CAB) meetings
  • Collaboration with stakeholders

  • IT Cabnet & Senior IT Management
  • Service Owners and IT Architects.
  • 3rd party vendors.
  • IT Support teams.
  • Experience / Skill Required :

  • Minimum of 5 years as a Incident Manager, in a fast-paced ITIL-based environment.
  • Strong communication skills with proven track record highlighting your ability to patiently and effectively communicate concepts to audiences with varying skill levels, in person, on the phone, and via email.
  • Experience working in a cloud environment, including cloud services (AWS)
  • Well versed with Change Management and Problem Management processes.
  • Experience defining and enhancing operational processes
  • Experience in leading and influencing cross functional teams who are working globally
  • Strong documentation skills showcasing your comfort level authoring documents and using these documents to keep different types of constituents informed about what is going on
  • Ability to work effectively with senior managers and to operate at a strategic level
  • Ability to stay calm and work under pressure in stressful situations
  • LI-CN
  • 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
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