Job
Description
As an Incident Manager at Ciena, you will play a crucial role as the primary focal point during escalated technical support incidents. Your responsibilities will include evaluating incident requests, leading incident resolution, ensuring Service Level Objective (SLO) performance targets are met, and providing executive-level communication updates. You will collaborate with cross-functional teams, track deliverables for complex outages, and monitor GCC dashboards to ensure SLO compliance. Additionally, you will be responsible for sending heightened awareness notifications for catastrophic events impacting Ciena customers' networks and supporting network access for select customers. Key Responsibilities: - Evaluate incident requests for acceptance into Incident Management - Command and control incident situations, coordinating necessary resources for resolution - Collaborate with cross-functional teams to drive technical resolution plans - Establish communication plans with stakeholders and act as the primary communication focal point - Track deliverables, send post-mortem notifications for complex outages, and monitor GCC dashboards - Send heightened awareness notifications for impacting events and support network access for select customers Qualifications Required: - Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field - 3-6 years of experience in Incident Management or technical support/project management - Strong presentation, communication, and relationship management skills - People management skills and ability to work with cross-functional teams - Self-motivated with excellent time management skills and ability to work independently - Ability to manage stressful situations effectively and work night shifts/adapt to unusual work hours Ciena is committed to creating an inclusive environment where employees feel respected and valued. They value diversity in the workforce and do not tolerate any form of discrimination. As an Equal Opportunity Employer, Ciena encourages individuals with disabilities and protected veteran status to apply. As an Incident Manager at Ciena, you will play a crucial role as the primary focal point during escalated technical support incidents. Your responsibilities will include evaluating incident requests, leading incident resolution, ensuring Service Level Objective (SLO) performance targets are met, and providing executive-level communication updates. You will collaborate with cross-functional teams, track deliverables for complex outages, and monitor GCC dashboards to ensure SLO compliance. Additionally, you will be responsible for sending heightened awareness notifications for catastrophic events impacting Ciena customers' networks and supporting network access for select customers. Key Responsibilities: - Evaluate incident requests for acceptance into Incident Management - Command and control incident situations, coordinating necessary resources for resolution - Collaborate with cross-functional teams to drive technical resolution plans - Establish communication plans with stakeholders and act as the primary communication focal point - Track deliverables, send post-mortem notifications for complex outages, and monitor GCC dashboards - Send heightened awareness notifications for impacting events and support network access for select customers Qualifications Required: - Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field - 3-6 years of experience in Incident Management or technical support/project management - Strong presentation, communication, and relationship management skills - People management skills and ability to work with cross-functional teams - Self-motivated with excellent time management skills and ability to work independently - Ability to manage stressful situations effectively and work night shifts/adapt to unusual work hours Ciena is committed to creating an inclusive environment where employees feel respected and valued. They value diversity in the workforce and do not tolerate any form of discrimination. As an Equal Opportunity Employer, Ciena encourages individuals with disabilities and protected veteran status to apply.
