Member of Technical Staff

Job Description

We are CienaCiena is a networking systems, services, and software company. Were driven by a relentless pursuit of network innovation enabling our clients to adapt within ever changing environments to deliver richer, more connected experiences for their business and users. Join our team.How we workWe believe in the power of people. We are a network strategy and technology company that is motivated by making a difference in peoples lives their productivity, their creativity, their health and comfort. Thats why we design and implement technologies and services that result in great outcomes.What will you do at Ciena The Incident Manager will be a part of our IT Service Management Team within IT Operations leading Incident, Problem and Change Management activities. You will respond to incidents affecting systems, applications, infrastructure, services, information, and users, and manage the response to incidents and analysis. As the Incident Manager, you will have proven experience leading response to investigations, incident analysis and awareness.Our ideal candidate has experience in Critical / Major incident management, Post Incident Reviews, Problem Management and Change Control. The Incident Manager will work in concert with the Operations Manager and cross functional teams to manage critical incidents, problems and change with a meticulous approach to quickly mitigate service and business impact and drive incident avoidance.ResponsibilitiesDrive and facilitate impacting Critical Incidents to close, post incident Root Cause Analysis cadence, and weekly Change Control Board providing oversight and mentorship to team.Quickly respond to and identify with service or application owners the business impact of critical / major incidents and gather required service teams and stakeholders to mitigate.Mange all conversations and communications related to major incidents through different conversation channels and over bridge calls.Responsible for effective communication of the status of Critical/ Major incidents to Executive Leadership.Complete ownership of communication regarding the critical incidents to affected End User Community in compliance with protocols of Critical Incident Management at Ciena.With team actively drive evaluations and define gaps and improvements for Incident, Problem, and Change management strategies.Guide and support project and operational teams, and multiple stakeholders within organization on change management with an IT focus on end-user experience.Record and report on progress of the output for Post Incident Reviews and Root Cause analysis.Participate in Post Incident Reviews and Root Cause Analysis meetings to facilitate the service owners and teams to discuss and record the Root Cause.Monitor the progress to Root Cause Analysis meetings in accordance with policies and procedures of the Problem Management at Ciena and ensure active participation of the Service Owners and teams.Assess IT risks and controls for change management providing statistics and reports in support of internal and external audit engagements.Provide on-call support 24/7 & 365 for Critical Incidents with rotating prime-shift (excluding vacation).Prioritize and report on progress and status of projects with minimal direct supervision.Collaboration with stakeholdersIT Cabinet & Senior IT ManagementService Owners and IT Architects.3rd party vendors.IT Support teams. Experience / Skill Required:Minimum of 5 years as an Incident Manager, in a fast-paced ITIL-based environment.Experience leading Service Management initiatives related to Problem Management and Change Management.Experience with ITSM processes in ServiceNow specifically Incident, Problem and Change management modules.Effective communication skills with proven record of accomplishment highlighting your ability to communicate concepts patiently and effectively to audiences with varying skill levels, in person, on the phone, and via email.Experience communicating with and influencing cross functional teams who are working globally.Ability to communicate effectively with senior leaders and executive leadership to operate and influence at a strategic level and drive strategies.Strong documentation skills highlighting your comfort level authoring documents and preparation of communications notifications.Flexible and open to change, enjoys the challenge of unfamiliar tasks, anticipates, and adjusts to problems and roadblocks.Experience working in a cloud environment, including cloud services (AWS).Ability to stay calm and work under pressure in stressful situations.An ability to think creatively and apply strong analytical and problem-solving skills, driving issues to resolution.Experience with ITIL and Agile methodologies, certifications an asset.Experience with alerting and on call tools, specifically Opsgenie an asset.,

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