Ciena may well be the most important technology company you’ve never heard of. The innovations that wow us (driverless cars), and those we now take for granted (the ability to mobile-
stream your favorite show) are the products of ingenuity from some brilliant and forward-thinking companies. But those companies rely on Ciena, another vanguard of innovation, to create and advance the underlying networks that bring their breakthroughs to our doorsteps.
VR, AI, IOT, 5G literally none of it would be possible without the mind-boggling technology that makes the internet itself work.
For more than 25 years, Ciena has been the global leader in networking strategy, and our technology has been part of the critical infrastructure running within the most advanced companies in the world.
SCOPE OF RESPONSIBILITIES
First level manager leading team of engineers in providing premier customer and resident engineering services / technical support for Ciena products.
Provides the primary interface into GTS for all Premier Support Requests from Ciena Customers in that region.
Focused on a market region and the Customers in APJ / India region
Meeting regional expectations of special handling and customer concerns with product pillars
Handling and delivering resident engineering services to customers.
Due diligence of customer and service ask for special projects and advanced services
Working with product pillars and extended team (training, projects & services technology group) to deliver services against commercial agreement
Attending and supporting CSM for customer Quarterly business review
Collaborates with Ciena regional services organization. Attending Internal Operational review with RSD / CSM community
Utilize Service Cloud SLO tools for technical support cases product wise and severity wise for Customer and Ciena management review
Identify service business opportunities and help the services business to grow.
SPECIFIC RESPONSIBILITIES :
Overall responsibility for Regional Premier Support, Resident Engineering, Regional and customer Advocacy. In addition, where there are sub-
regions that have specific customer needs and / or cultural requirements, these will be the responsibility of the Advocacy team.
Customer Governance & Control
Technical SPOC for external customers and Ciena Technical Support organization and 3rd party vendors for Service Assurance technical issues.
Participate to customer technical meetings related to Technical support performance reporting and progress on technical issues
Reporting Technical SLA performance as per customer SLA / KPI
Follow-up with the customer to support scheduling and implementation of upgrades and retrofits
Pro-Active reporting to customer of Risks (Capacity issues, spares holdings etc) and improvement initiatives
Ciena Governance & Control
Synchronize and communicate between Technical Support Team and customers
Identify preventive control mechanisms, diagnose and suggest corrective or preventive actions
Analyze and Track all technical alerts
End to End RCA / Analysis of all technical issues, including product / hardware / quality etc - Can be service
Review / Approve the RCA's
Interacting and Tracking third party technical issues till closure (Multi-Vendor with Ciena support contract)
Manage customer communication to get closure agreement on tickets resolved
Implement regular review on tickets (AR's)resolution and any outstanding critical customer issues on escalation. This must include Ageing Analysis and actions to address tickets >
Outage Management and updates
For known field performance issues which can cause outage - implement appropriate pro - active monitoring, workarounds, and warning notices.
Maintain current CLE duties until the next support renewal, where Premier Support will be offered. If declined by the customer CLE duties will cease.
Assist and Collaborate with the running of QBR’s for those customers who have CLE’s within the Product pillars
Proven team leadership and / or crisis management skills
Knowledge of computers, Microsoft software applications and data communications, UNIX / Sun and IP network experience would be a benefit
Must have proficiency with various software applications including Microsoft Outlook, Word, Excel and Visio
Proven leadership capabilities.
Good abilities to build relationships build and proven record of excellent Customer focus.
EDUCATION AND EXPERIENCE :
Bachelor’s degree in related field from a four-year college or university
8-10 years or more related experience in a support or equivalent role with direct customer support experience
Combination of equivalent education & experience
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