Manager, Global Technical Support

1 week ago

Ottawa, Canada Ciena Full time

**Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.**

**SCOPE OF RESPONSIBILITIES**
- Experienced first level manager leading team of engineers in providing 7x24x365 technical support of global customer installed base for Ciena products.

**SPECIFIC RESPONSIBILITIES**
- Lead a team of ATS 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 ATS 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 ATS 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
- Contributes to the overall success of the Americas ATS organization through management contributions, teamwork, and innovation.

**EDUCATION AND EXPERIENCE**
- Bachelor’s degree in related field from a four-year college or university equivalent
- Previous experience as a people manager
- 8-10 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

**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.**

**If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

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