Offer summary

Qualifications:

Bachelor’s degree in a related field or Master’s degree with relevant experience., 5+ years of experience in technical support, preferably in the Telco industry., Proficiency in Linux/Unix and experience with Kubernetes deployments., Strong skills in Python/scripting languages and software debugging..

Key responsabilities:

Define alarm and event escalation templates and correlation algorithms for Blue Planet products.

Create and maintain internal and customer-specific reporting dashboards for system performance.

Provide regular reports on system performance and customer-specific issues.

Train staff on the event manager platform and collaborate with teams to enhance monitoring efficiency.

Job 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.

Ciena Blue Planet is seeking a Technical Support Alarm/ Event Management Engineer for the Blue Planet Global Support Team in Europe.

The role involves supporting and proactive monitoring system that will auto-generate support cases based on certain alarms and events coming from our customer’s deployments.   

Responsibilities:

Responsible for initial definition of alarm and event escalation templates and alarm correlation algorithms for existing Blue Planet products.

Responsible for creating and maintaining an internal reporting dashboard for monitoring system performance, as well as creating and maintaining customer-specific dashboards

Responsible for regular reports on system performance, alarm triggers, and customer-specific issues

Responsible for training and guiding staff on the use of the event manager platform as well as maintaining documentation on operations and procedures

Responsible for collaborating with other teams to ensure  monitoring efficiency and effectiveness

Responsible for implementing system updates and enhancements

Desired Experience and Skills:

Linux/Unix working knowledge and experience required.

Experience with Kubernetes Deployments and managing production networks in a cloud environment

Ability to understand complex workflows and troubleshoot faults in the Alarm/ Event Management logic.

Experience troubleshooting and using Python/scripting languages

Strong software debugging and troubleshooting skills

Experience creating operational procedures, design documents, requirements as needed.

Capable of being proactive, working independently and as part of a team in order to resolve issues

Ability to work across the organization and communicate results

Building an alarm/ event Management strategy for multi-customer setup, or prior experience in creating monitoring templates

Prior experience in managing monitoring templates

Experience in Python/scripting languages

Experience with JIRA, Salesforce, MuleSoft, Grafana, Prometheus, Alert Manager applications

Previous experience setting up event thresholds in the monitoring platform, experience with tools like Dynatrace, Splunk, Datadog in a production network desired.

Experience working in OSS/BSS environment

Education & Experience:

Bachelor’s degree in related field from a college or university with 5+ years related experience (or Master with 3+ years).

Preferably of 5+ years’ experience supporting software solutions

Preferably has experience in a technical support role with an equipment vendor in the Telco industry

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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.

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