NOC Problem Manager

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We're a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

This job requisition is for Victor Montes de Oca conversion
How You Will Contribute

• Provide advanced technical support and troubleshooting for complex network and system issues
• Lead incident response efforts and coordinate with various technical teams
• Improve operational efficiency through process enhancement and documentation
• Mentor Tier 1 analysts and support their professional development
• Drive continuous service improvement initiatives

Essential Duties And Responsibilities
Advanced Troubleshooting & Incident Resolution:

• Diagnose and resolve technical issues affecting optical systems (e.g., Coherent Optics,

Submarine cable systems, CDC) and ensure proper L2/L3 network functionality.

• Perform root cause analysis and implement remediation measures while updating documentation

and runbooks.

Ticket Management & Coordination

• Own incident tickets end-to-end, ensuring all details are captured accurately and resolved within

SLA timelines.

• Serve as the escalation point for Tier 1 analysts, providing expert guidance on troubleshooting

steps.

Process Improvement & Communication

• Communicate technical findings effectively through presentations and reports, using tools such as

MS Office (Visio, Excel, PowerPoint).

Continuous Learning

• Engage in continuous professional development, acquiring deeper knowledge of advanced

optical architecture.

Experience And Assets
Required Experience:

• BS/B-Tech/BE in Electronics, Telecommunication, or related fields.
• 2-5 years of experience in a NOC or similar technical environment
• Strong understanding of networking protocols and infrastructure
• Experience with network monitoring and management tools
• Proven track record of incident management and resolution
• Knowledge of change management processes

Knowledge/Abilities

• Proficient in optical networking concepts, with knowledge of platforms such as Ciena,

Nokia/Alcatel-Lucent, Huawei and Infinera.

• Solid understanding of network fundamentals including Ethernet technologies, and experience

with network protocols such as OSPF, BGP, and ISIS.

• Hands-on experience in Linux/Unix systems and network monitoring tools.

Assets

• Excellent presentation, interpersonal, and customer service skills.
• Ability to handle multiple projects simultaneously with strong problem-solving capabilities.

Working Conditions

• 24x7 operation environment
• May require on-call rotation
• Shift work may be required
• Must be able to work under pressure

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Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

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