Resident Technical Support Engineer 3 Job Vacancy in Ciena Bengaluru, Karnataka – Updated today

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Company Name : Ciena
Location : Bengaluru, Karnataka
Position :

Job Description : 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.
Ciena, “Resident Technical Support Team”, has a role for an Advance Technical Support Engineer with a strong software background to join the Blue Planet Network Integration team. The Network Integration team is in part responsible for supporting Customer Production Networks, Installations and upgrades.
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This is a post-sales technical role with focus on assisting customer use the product as well as handle customer tickets/cases open for Blue Planet product/portfolio. The team provides technical support, Installation and upgrades to software.
The successful candidate will need to demonstrate a deep technical understanding network operations, fault and performance management space, as well as a strong hold in IP and Layer 2 domain including routing protocols, MEF services and be able to discuss these at a deep technical level with customers. The customer engagements will involve early SW so the role also requires Network Integration to liaise with R&D to understand newer products in development and be able to feedback potential product improvements to both R&D and Product managers based on customer interactions. This role as is focused on providing post-sales support, will require person to have good breadth of knowledge as well as sense of urgency to help resolve customer issue at the earliest.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Prime Ciena contact for any Blue Planet Customer Case/Issue opened
Interact with customer on a daily basis working on production and deployment, issue, etc – providing feedback into the larger Ciena team for resolution
Interact with concerned development teams to help get resolve the issue at the earliest
Great monitoring and debugging skills to collect all the needed logs with minimal access and help provide the same to concerned department for resolution
Good automation skills to come up with tools which will help in collecting required information from Customer site with minimal down-time
Come up with workarounds to minimize Customer dis-satisfaction with functionality shortcomings.
Bring feedback back into Account/PLM/R&D community to help improve product functionality in future releases
Provide weekly execute updates on the execution and status of the customer engagements
Ensure overall customer deployment plans and timelines are driven to success and any limiting issues are successfully driven through the Ciena team.
Act as the customer advocate internally to Ciena and the Ciena support person to the customer.
Work occasional on-call shifts
SKILLS
Although part of a larger group, the candidate must be satisfied working in customer environment with limited other on-site Ciena support.
Excellent English communication skills. Primary focus is supporting customers India, but you will also be providing off hours support for our customers in other regions.
Linux navigation skills with some shell scripting is mandatory
A good working knowledge of WAN architectures and technologies ( L2/L3 Domain).
Database(s): PostgreSQL, Neo4j, Cassandra, Mysql
Deployment environment: Docker, microservices
Deployment experience in cloud based environment AWS/Azure is a plus.
Strong knowledge in XML, Perl or other scripting languages in linux-based environment
Ability to interpret and understand SNMP MIBs & TL1 user guides is a plus
Strong written and oral English communication skills
Experience with OSS systems such as CA NimSoft, HP Openview, IBM Netcool/Tivoli or Infovista is a plus
knowledge of SQL an advantage
DESIRED CHARACTERISTICS
EDUCATION / EXPERIENCE
Development experience in scripting/automation is recommended
The successful candidate will need to enjoy working daily with customers and have a “Customer First” attitude to their role.
Great communication skills are a must for this role both at a high-end technical level (general product overview) down to deep dive “CTO” type analysis.< >Self-starter and self-manager with positive attitude. Team orientation, organized, and capable of independent work. Multitasking: able to manage many projects simultaneously, and appropriately determine priorities. Acumen for problem solving. Ability to lead in an environment of change – flexibility, creativity and patience. Ability to learn and grasp technical concepts related to products being developed. Able to work effectively at all work and communicate at levels within the Ciena workforce.Bachelor’s degree in related field from a college or university with 10+ years related experience. At least 5-7 years of experience in any Enterprise production support Environment.Minimum of 5 + years of OSS system knowledge especially in network operations, fault and performance management space Minimum of 5 years in a customer facing/pre-sales, hands on product evaluation environment.
Preferably has experience in a technical support role with an equipment vendor in the Telco industry
About Ciena

Ciena is a network strategy and technology company with a passion to provide an experience, to you and our customers that is as rewarding as the outcome. We attract the best and brightest– those with outstanding talent, motivation, and the right attitude to contribute to our success. Our culture balances our openness and informality with professionalism and trust and is built on the foundation of our core values: Customer First, Integrity, Velocity, Innovation, and Outstanding People.
Ciena enables everyone to have a voice and a network that supports them while on the journey to discovering their passion and purpose. We trust each individual to do what they can to reach their full potential and make an impact on the business, whenever, wherever they are in the world. With Ciena’s highly innovative, forward-thinking business practices, we reward people for pushing the boundaries. Unlock your potential at Ciena!

Being You @ Ciena

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.
We do not charge any fee for employment and the same applies to the Recruitment Partners we work with. Additionally, we do not ask for any refundable security deposit to be paid in bank accounts for employment purposes. We request candidates to be cautious of misleading communications and not pay any fee/ deposit to individuals/ agencies/ employment portals on the pretext of attending Ciena’s interview process or seeking employment with us.

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