About the role

Network recovery senior associate restoring outages across Ciena optical and routing infrastructure. Supporting Canadian customers through incident response, root cause analysis, and technical guidance.

Responsibilities

Respond to critical customer cases and engage directly with customers to restore service-impacting conditions
Troubleshoot and resolve network outages using Ciena optical networking and/or routing and switching products
Collaborate with team members to address complex network issues and provide technical guidance
Document troubleshooting activities, actions taken, and resolutions
Produce initial and interim root cause analysis documentation for internal and external use
Participate in rotational on-call weekend coverage approximately once every 4–6 weeks
Contribute to lessons learned and best-practice initiatives that improve network recovery outcomes

Application of Ciena optical networking and/or routing and switching products, including network recovery techniques
Ability to analyze and resolve network outages in high-pressure environments with stringent recovery objectives
Ability to communicate technical information verbally and in writing with customers and internal stakeholders
Ability to work independently on outage recovery efforts while collaborating on complex incidents
Attention to detail and ability to prioritize work effectively
4+ years of experience working in a Ciena technical support role or equivalent experience maintaining Ciena equipment in operational networks
Experience in technical writing for development of detailed root cause analysis reports
Experience engaging in executive-level technical discussions
Certifications or qualifications related to Ciena products
Experience recovering networks from complex scenarios involving multiple nodes and causes
Experience mentoring others in technical expertise and customer engagement
Continuous focus on product improvement (DFO/DFS)
Meeting all requirements established for the Senior Associate level