Application Support Engineer, Service Reliability Engineering

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.

Ciena is seeking a skilled and motivated Senior Applications Support Engineer to ensure the reliability, performance, and scalability of enterprise applications and related processes. This role will focus on the operational support of critical applications, including Salesforce, Oracle, Mulesoft, Oracle Integration Cloud, ServiceNow, and custom-built solutions. The ideal candidate will have a strong technical background, a passion for problem-solving, and experience with monitoring, troubleshooting, and optimizing application performance.

Key Responsibilities:

• Infrastructure and Operations: Ensure the reliability and scalability of critical systems by designing and managing robust infrastructure solutions.

• System Monitoring: Proactively monitor system health, using performance metrics and automated tools to detect potential issues before they impact users.

• Incident Management: Lead response efforts during service disruptions, ensuring swift resolution and minimal downtime.

• Problem Solving: Analyze root causes of system failures and implement long-term fixes to enhance system reliability.

• Automation: Develop scripts and tools to automate repetitive tasks, improving operational efficiency and reducing manual interventions.

• Collaboration: Partner with development teams to align on reliability goals and implement best practices into software design and deployment.

• Documentation: Maintain comprehensive system documentation to support consistent and efficient troubleshooting and knowledge sharing.

• Continuous Improvement: Drive innovation by identifying areas for enhancement and applying cutting-edge technologies and operational practices.

Qualifications:

• Service Reliability: Experience with managing and maintaining highly-available systems, including cloud-based infrastructure.

• Programming: Proficiency in programming to automate repetitive tasks ("toil") to reduce manual effort and human error.

• Monitoring & Observability: Solid understanding of monitoring tools, incident management platforms, and metrics analysis.

• Technical Depth: Deep knowledge of system performance optimization and troubleshooting methodologies. Experience with cloud platforms, databases, CI/CD, distributed systems, and security best practices.

• Communication & Collaboration: Strong communication skills (written and verbal) to effectively collaborate across cross-functional teams.

• Problem Solving: Ability to thrive in high-pressure situations and demonstrate a calm, methodical approach to problem-solving. Analytical mindset for interpreting data, metrics, and patterns to make informed decisions and predict future issues.

• Systemic Thinking: Ability to view interconnected systems holistically anticipating the broader impact of changes and designing for resilience.

• Ownership and Proactiveness: Take responsibility for the reliability and performance of services. Proactively identifying potential problems, performance bottlenecks, and areas for improvement before they impact users.

Education and Experience :

• Bachelor s or Master s degree in Computer Science, Information Technology, or a related field. Master s degree preferred.
• 6+ years of experience in application support, system reliability, or IT operations.

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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.

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