Senior Associate, Incident Management in Global Customer Care

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

Are you ready to make an impact in a fast-paced, high-visibility role? At Ciena, we are looking for a dedicated Incident Manager to join our 24x7 function, serving as the primary focal point during escalated technical support incidents. This role requires a dynamic individual who can lead incident resolution, provide executive-level communication updates, and ensure Service Level Objective (SLO) performance targets are met. If you thrive under pressure, excel in cross-functional collaboration, and are passionate about delivering exceptional customer experiences, this is the opportunity for you.

How You Will Contribute:

• Evaluate incident requests for acceptance into Incident Management and oversee extended outage and high-impact notifications.

• Command and control incident situations, coordinating and assembling the necessary resources for resolution.

• Collaborate with GCC engineers, managers, and other functional teams to drive technical resolution plans and actions to completion.

• Establish communication plans with stakeholders, serving as the primary communication focal point during incidents.

• Act as the decision-maker when collaboration fails to deliver outcomes.

• Track deliverables to ensure timely follow-through and send post-mortem notifications for complex outages.

• Monitor GCC dashboards to proactively engage in ongoing outages and ensure SLO compliance.

• Send heightened awareness notifications for catastrophic weather or geopolitical situations impacting Ciena customers' networks.

• Support network access for select Ciena customers as part of the 24x7 role.

The Must Haves:

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.

• 3-6 years of experience in an Incident Management role, technical support management, or technical project management leading complex customer issues and solutions.

• Exceptional presentation, communication, diplomacy, and relationship management skills to interact confidently with senior executives.

• Strong people management skills, including coaching, mentoring, motivating, and influencing teams.

• Proven experience working with cross-functional teams in a global environment.

• Demonstrated ability to challenge inefficiencies and systemic issues to drive continuous improvement.

• Self-motivated with excellent time management skills and the ability to work independently from broad guidelines.

• Ability to manage stressful situations with colleagues and customers effectively.

• Must be punctual, ready to work night shifts, and adaptable to unusual work hours at short notice.

Nice to Haves:

• Project Management experience.

• Experience with creating and refining process documents, special handling instructions, and reporting.

• Familiarity with micro-project management within teams.

• A customer-first and can-do attitude.

• Knowledge of global communication network challenges and solutions.

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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 an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.