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Manager, Global Technical Support

6.00 to 8.00 Years   Gurugram   21 Dec, 2021
Ciena India
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Hardware / Networking
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

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..Manager, Global Technical Support (M3)SCOPE OF RESPONSIBILITIES

  • First level manager leading a team of engineers in providing 7x24x365 technical support of global customer installed base for Ciena products.
SPECIFIC RESPONSIBILITIES
  • Lead a team of GTS engineers, potentially located across more than a single physical geography
  • Establish & monitor team performance expectations through annual Ciena HR process, providing regular feedback & coaching as necessary
  • Assist engineers to develop in their support role and progress towards future career objectives
  • Performs other people management related obligations and duties, such as disciplinary, performance management, hire and termination.
  • Escalation management of hot issues both from a customer management perspective, as well through providing managerial support & guidance to engineers as required
  • Ensuring team is equipped to manage workload through staffing, process efficiencies and on-call schedule as appropriate for given function
  • Manage / coordinate / define on-call rotations as required to support 7x24x365 coverage
  • Provide input as required for GTS and / or Engineering operational reviews
  • Participate as Management Escalation contact as required by organizational structure to enable 7x24x365 coverage
  • Influence business community as customer advocate to drive resolution of product issues as well as to drive product improvement initiatives into Engineering, PLM, Quality, etc.
  • Facilitate collaborative relationships between immediate team and peer GTS team, as well as between immediate team and other Ciena teams / organizations to ensure high level of CSAT
  • Represents the department effectively & professionally as required, both internally as well as to customers
  • Will serve other needs of the Director to make their day-to-day activities more manageable.
EDUCATION AND EXPERIENCE
  • Bachelor s degree in related field from a four-year college or university
  • 6-8 years related experience in a support or equivalent role with direct customer support experience
  • Combination of equivalent education & experience
CANDIDATE PROFILE
  • Good understanding of telecommunications systems and / or of Ciena specific products
  • Proven team leadership and / or crisis management skills
  • Knowledge of computers, Microsoft software applications and data communications, UNIX/Sun and IP network experience would be a benefit
  • Must have proficiency with various software applications including Microsoft Outlook, Word, Excel and Visio
*LI-CNAbout CienaCiena 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 CienaAs 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.,

Keyskills :
crisis managementinstall basecustomer supportpeople managementcustomer managementmicrosoft outlookteam performanceteam leadershiptechnical support

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