Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one – your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.
SCOPE OF RESPONSIBILITIES
As an Specialist within the Global Customer Care (GCC) team, you will serve as the primary focal point during highly escalated technical support incidents impacting Ciena’s customers, leading the resolution of the incidents while providing executive-level communication updates to all stakeholders throughout the entire process. The Escalation Manager is also responsible for GTS case quality assurance and oversight of the existing work-on-hand to ensure Service Level Objective (SLO) performance targets are being met. This is a fast-paced position that is highly visible to the executive leadership teams within Ciena and our customers. In addition to managing escalation incidents, you will be expected to contribute to the continued development of the Escalation Management team by refining and/or creating new process documents, special handling instructions, daily/weekly reporting on specific areas of the business and managing micro-projects within the team.
Evaluates each escalation request for acceptance into Escalation Management and follow defined extended outage notifications and high impact definition of traffic & customer impact .
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 GCC 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.
EDUCATION AND EXPERIENCE
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!
Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
Ability to analyze, trouble-shoot and resolve complex problems.
Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
Strong knowledge understanding of transport and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.
Full understanding of Optical Networking
Proficient with various types of test equipment for optical and protocol testing.
System level trouble shooting on fiber optic telecommunications transport and switching equipment.
Extensive Knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet with specialized knowledge in some products and application of the technology.
Knowledge of data communications, UNIX SUN/Oracle as well as experience working in an IP network
Good abilities to build relationships build and proven record of excellent Customer focus
Team player that is ready to contribute or lead troubleshooting
Willing to take responsibility for complete problem resolution
Ability to deal with stressful situations with colleagues and customers
Must have the ability to communicate effectively in English language both verbal and written
Excellent Customer service skills are required and is able to work with customer on both technical and management levels
Work in a collateral environment, which promotes sharing of knowledge and experiences.
Excellent oral and written communication skills.
Must be punctual and able to accept continuous unusual work hours. Typically, at very short notice.
Ciena is a network strategy and technology company with a passion to provide an experience, to you and our customers that is as rewarding as the outcome. We attract the best and brightest– those with outstanding talent, motivation, and the right attitude to contribute to our success. Our culture balances our openness and informality with professionalism and trust and is built on the foundation of our core values: Customer First, Integrity, Velocity, Innovation, and Outstanding People.
Ciena enables everyone to have a voice and a network that supports them while on the journey to discovering their passion and purpose. We trust each individual to do what they can to reach their full potential and make an impact on the business, whenever, wherever they are in the world. With Ciena’s highly innovative, forward-thinking business practices, we reward people for pushing the boundaries. Unlock your potential at Ciena!
Being You @ Ciena
As part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual’s strengths, perspectives, ideas, and ability to meet the needs of our customers globally. Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law. We do not tolerate any form of discrimination. Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation measures required for you to be assessed in a fair and equitable manner.
We do not charge any fee for employment and the same applies to the Recruitment Partners we work with. Additionally, we do not ask for any refundable security deposit to be paid in bank accounts for employment purposes. We request candidates to be cautious of misleading communications and not pay any fee/ deposit to individuals/ agencies/ employment portals on the pretext of attending Ciena’s interview process or seeking employment with us.