Critical Incident, Change and Problem Lead

Ciena

8d

About The Position

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.

Requirements

• 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.

Nice To Haves

• ITIL certification or equivalent experience in service management.
• Knowledge of incident tracking tools and systems.
• Experience working in fast-paced, technology-driven environments.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed