Manager, Global Technical Support - Ottawa, Canada - Ciena

Ciena

Verified Company

Ottawa, Canada

6 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 oncall schedule as appropriate for given function
Manage / coordinate / define oncall 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 fouryear college or university equivalent
Previous experience as a people manager
810 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.