04 ene
Ciena
Xico
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.
Manager, GTS
- Lead a team of GTS 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 GTS 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 GTS 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
- Will serve other needs of the Director to make their day-to-day activities more manageable.
Required skills:
- Good understanding of telecommunications systems and / or of Ciena specific products
- Proven team leadership and / or crisis management skills
- English as a second language is desirable.
Required experience:
- Bachelor's degree in related field from a four-year college or university
- 6-8 years related experience in a support or equivalent role with direct customer support experience
- Combination of equivalent education & experience.
LI-SG
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.
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.