Senior Associate, Customer Support Operations Noc

**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.** **Job Description**: - Full supervising responsibilities of the Network Operations Centre supporting high Networks complexity. - Supervise a team of Engineers and Technicians responsible for maintaining a 100% uptime for Network Centre infrastructure. - Ensure Service target margins are achieved, contributing to Services level agreed, deliverables are met, and Services meet Customers expectations for quality and service. - Interface with the Ciena Program Managers, Customer project management and Ciena Operations teams, Sales, Bid Management, Service Delivery Groups, and Finance to ensure Services deliverables and financial targets are met. - Lead direct reports in day-to-day assignments. PRIMARY DUTIES AND RESPONSIBILITIES: - The NOC Supervisor will be responsible for monitoring, configuring and supporting NOC infrastructure. - The NOC Supervisor will be an escalation point for customer and vendor break/fix issues, with ultimate responsibility for incident tracking, resolution and reporting. - The NOC Supervisor will assist in capacity planning and managing the team, will have hands-on tactical responsibilities. - Duties and Responsibilities Maintain 100% SLA uptime of production and production supporting infrastructure. - Responsible for incident management and issue resolution processes, including establishment of monitoring and management of alerts, escalations, and notifications. - Ensure reporting accuracy and integrity of the Network Operations Centre (NOC) Infrastructure & software. - Support maintenance of end-to-end fixed assets (servers, network devices, telecom devices, storage, licenses, etc.). - Advocate and enforce adherence to compliances, as well as NOC technological architectural designs and standards. - Responsible for all problem resolution and tracking of events using ticketing system. Lead root cause analysis by, and continuous improvement efforts of, the team. - Lead the team ensuring Customer Satisfaction (CSAT) and compliance with customer Service Level Agreements (SLA), and NOC reliability, availability, preventive maintenance practices, and readiness of network components. - Ensure that operation management policies, standards and procedures are properly develop, implemented, enhanced, and maintained; including training, incident reporting and resolution, issue management, metrics collection, performance reporting, trend analysis, and Continuity of Operations. - Provides a leadership role for the work group through advanced knowledge CANDIDATE PROFILE - Customer Oriented - Ability to actively partner with the customer - Critical Thinking / Analysis - Sees multiple relationships; Capable of Analysing Multidimensional problems; Analyses "Ambiguous" Problems - Judgment - Judges long term impacts and makes critical decisions with an understanding of risks and future implications - Decisiveness - Capable of making "Risky" Decisions by balancing the Risks and acts without hesitation - Leadership - Adaptive Leader that adjusts to the situation and is capable of delegating to promote responsibility within the team - Organizational Awareness - Understand Organizational Climate, Culture and Underlying Issues to achieve required goals/targets - Understands JIT (Just in Time) concepts as they pertain to Customer Operations - Outstanding planning, scheduling, and coordination skills - Superior Outsourcing Management ability - A hands-on Manager that will manage by Team Building - Is self-motivated and can work from high level departmental goals - A team player that will work well in a cross functional team environment **As 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.