Senior Associate

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing and belonging. We're a technology company that leads with our humanity-driving our business priorities alongside meaningful social, community, and societal impact.

Job Title: Network Recovery Senior Associate

Job Summary: We are seeking experienced engineers to join our dynamic team, specializing in rapid response and recovery of network outages. As a Network Recovery Specialist, you will be responsible for promptly responding to critical customer cases and working directly with customers to restore service as quickly as possible. This role requires a high level of expertise in Ciena optical network and/or routing and switching products, along with excellent problem-solving and communication skills.

Responsibilities:

• Respond to critical customer cases and engage directly with customers to recover service impacting conditions.
• Utilize your expertise in Ciena optical network and/or routing and switching products to troubleshoot and resolve network outages.
• Collaborate with team members to resolve complex network issues and provide guidance as needed.
• Document all actions taken, troubleshooting steps, and resolutions in a clear and concise manner.
• Adhere to established processes and procedures for incident management, service restoration and documentation.
• Produce initial/interim root cause analysis documentation for both internal and external use.
• Participate in on-call weekend shifts on a rotational basis (approximately once every 4-6 weeks).
• Participate in lessons learned and best practice processes for faster network recovery across larger technical support organization.

Requirements (P2 Senior Associate Level):

• Minimum of 2 years of experience working in a Ciena technical support role or equivalent experience with maintaining Ciena equipment in real networks.
• In-depth knowledge and expertise in Ciena optical network and/or routing and switching products, including experience with network recovery techniques.
• Strong problem-solving skills with the ability to think critically and make sound decisions under pressure.
• Excellent verbal and written communication skills while engaging directly with customers in network recovery efforts as well as follow-up engagements internally / externally.
• Strong communication skills to engage in executive level discussions a plus.
• Ability to work independently and resolve network outages while embracing collaboration on more complex outages as required.
• Strong attention to detail and ability to prioritize tasks effectively.
• Ability to thrive when facing high-pressure situations with stringent SLOs for network recovery.
• Availability to work regular shifts during normal business hours, Monday through Friday.
• Willingness to participate in on-call weekend shifts on a rotational basis.
• Preferred but not required: Certifications or qualifications related to Ciena products.

Additional Requirements (P3 Specialist Level):

• Minimum of 4 years of experience working in a Ciena technical support role or equivalent experience with maintaining Ciena equipment in real networks.
• Experience in technical writing sufficient for finalizing detailed RCA reports.
• Demonstrated expertise in network recovery from complex scenarios involving multiple nodes and causes.
• Experience in mentoring others in areas of technical expertise and customer engagement
• Continuous focus on product improvement (DFO/DFS)
• All requirements for Senior Associate level

Additional Requirements (P4 Consultant Level):

• Minimum of 7 years of experience working in a Ciena technical support role or equivalent experience with maintaining Ciena equipment in real networks.
• Demonstrated expertise in communicating complex status and next steps to both Ciena and Customer executive levels.
• Demonstrated expertise in developing new troubleshooting and recovery techniques when facing the most difficult problems.
• Experience in mentoring broad teams of engineers and developing / sharing training materials on advanced recovery techniques
• Experience in engaging directly with R&D experts on advanced troubleshooting techniques and complex root cause analysis.
• All requirements for Specialist level

We offer a competitive salary, comprehensive benefits package, and a supportive work environment that encourages professional growth and development.

To apply for this position, please submit your resume and a cover letter detailing your relevant experience and qualifications.

Note: This job description is a general outline of the required duties, responsibilities, and qualifications. Additional tasks may be assigned as needed to support the team and company objectives.

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is anEqual Opportunity Employer, including disability and protected veteran status.

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