Critical Incident, Change and Problem Lead
Location: Remote-US
Time Type: Full time
Job Description
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.
Are you an expert in service restoration, problem resolution, and change management? Join us as a Critical Incident, Problem, and Change Lead to drive operational excellence, lead critical processes, and deliver innovative solutions that enhance service reliability. If you thrive in fast-paced environments, enjoy solving complex challenges, and have a design thinking mindset, this is your opportunity to make a real impact.
How You Will Contribute:
- Lead critical incidents to restore services quickly and effectively, ensuring clear communication with teams and stakeholders.
- Escalate issues promptly to engage the right resources and drive resolution.
- Conduct post-incident reviews to identify root causes and implement preventive measures.
- Investigate recurring issues to find root causes and deliver permanent solutions.
- Track and document problem resolution efforts to minimize service disruptions.
- Manage change processes to mitigate risks and ensure smooth transitions.
- Facilitate Change Advisory Board (CAB) meetings for approvals and monitor the impact of changes.
- Influence service owners to actively engage in restoration and resolution efforts.
- Build strong cross-functional relationships to foster collaboration and accountability.
- Apply design thinking principles to solve problems creatively and improve user experiences.
The Must Haves:
- Strong experience managing incidents, problems, and changes in technology-driven environments.
- Excellent verbal and written communication skills with the ability to multitask and prioritize under pressure.
- Proven ability to escalate issues effectively and drive collaboration across teams.
- Familiarity with design thinking principles to deliver innovative solutions and process improvements.
The Assets:
- ITIL certification or equivalent experience in service management.
- Knowledge of incident tracking tools and systems.
- Experience working in fast-paced, technology-driven environments.
The salary range for this position, in the USA, is $71,600.00 - $121,500.00 usd.
#LI-JD
Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.
Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.
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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.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
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