Manager Global Technical Support Job in Gurgaon at ciena

Ciena is hiring for the role of Manager Global Technical Support!

Responsibilities of the Candidate:

• You will lead a team of engineers responsible for answering incoming calls /Portal requests and providing Level 1 Customer Support for Ciena’s Global Customer base.
• You will establish & monitor team performance expectations through annual Ciena HR process, providing regular feedback & coaching as necessary.
• You will assist engineers to develop in their support role and progress towards future career objectives.
• You will perform other people management related obligations and duties, such as disciplinary, performance management, hire and termination.
• You will represent the department effectively & professionally as required, both internally as well as to our customers
• You will be responsible for escalation management of hot issues both from a customer management perspective, as well through providing managerial support & guidance to engineers as required.
• You will be ensuring team is equipped to manage workload through staffing, process efficiencies and on-call schedule as appropriate for given function.
• You will Manage / coordinate / define on-call rotations as required to support 7x24x365 coverage.
• You will provide input as required for departmental operational reviews.

Requirements:

• Bachelor’s degree or Diploma coupled with experience in a support or equivalent role with direct customer support responsibilities
• Proven history in people leadership, specifically engineers providing timely technical support in a global environment
• Good understanding of telecommunications systems and / or of Ciena-specific products
• Demonstrated proficiency with Microsoft Office Suite and Visio
• Availability for onsite, in-person training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possible 
• Ability to prioritize tasks effectively in a fast-paced environment with a ‘Customer First’ mentality 
• Basic understanding of transport and switching systems for telecommunications applications and Optical Networking  
• Knowledge of Telecommunication network management System.