Critical Incident, Change and Problem Lead

As the global leader in high-speed connectivity, Ciena is dedicated to prioritizing a people-first approach. Our culture revolves around providing a flexible work environment that promotes individual growth, well-being, and a sense of belonging. We are a technology company that emphasizes our humanity, aligning our business priorities with significant social, community, and societal impacts. Join us as a Critical Incident, Problem, and Change Lead if you excel in service restoration, problem resolution, and change management. This role involves driving operational excellence, overseeing critical processes, and implementing innovative solutions to enhance service reliability. If you thrive in fast-paced settings, enjoy tackling complex challenges, and possess a design thinking mindset, seize this opportunity to create a tangible impact. Your Responsibilities: - Lead critical incidents to swiftly and effectively restore services, ensuring transparent communication with teams and stakeholders. - Promptly escalate issues to mobilize the right resources and facilitate resolutions. - Conduct post-incident reviews to pinpoint root causes and institute preventive measures. - Investigate recurring issues to identify root causes and deliver lasting solutions. - Track and document problem resolution efforts to minimize service disruptions. - Manage change processes to mitigate risks and ensure seamless transitions. - Organize Change Advisory Board (CAB) meetings for approvals and monitor change impacts. - Encourage service owners to actively participate in restoration and resolution efforts. - Cultivate strong cross-functional relationships to promote collaboration and accountability. - Apply design thinking principles to creatively solve problems and enhance user experiences. Requirements: - Extensive experience in managing incidents, problems, and changes in technology-driven environments. - Exceptional verbal and written communication skills, with the ability to multitask and prioritize effectively under pressure. - Demonstrated capability to escalate issues efficiently and foster collaboration across teams. - Familiarity with design thinking principles to deliver innovative solutions and enhance processes. Preferred Qualifications: - ITIL certification or equivalent experience in service management. - Proficiency in incident tracking tools and systems. - Background in working within fast-paced, technology-driven environments. If you are not ready to apply yet, consider joining our Talent Community to receive relevant job alerts directly to your inbox. At Ciena, we strive to cultivate an environment where our employees feel respected, valued, and heard. We celebrate the diversity of our workforce and treat our employees as individuals, rejecting all forms of discrimination. Ciena is an Equal Opportunity Employer, inclusive of disability and protected veteran status. If contacted regarding a job opportunity, please inform Ciena of any accommodation measures you may require.,