Critical Incident, Change and Problem Lead
Source: Himalayas
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Ciena is seeking a Critical Incident, Change, and Problem Lead to manage and resolve service disruptions. This remote, full-time role requires strong leadership in incident response, problem investigation, and change management, with an emphasis on cross-functional collaboration and creative problem-solving.
Job Description
As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.RequirementsLead 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.BenefitsMedical, dental, and vision plansParticipation in 401(K) (USA) & DCPP (Canada) with company matchingEmployee Stock Purchase Program (ESPP)Employee Assistance Program (EAP)Company-paid holidaysPaid sick leaveVacation timePaid Family Leave and other leaves of absenceOriginally posted on Himalayas
Full Description
As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.RequirementsLead 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.BenefitsMedical, dental, and vision plansParticipation in 401(K) (USA) & DCPP (Canada) with company matchingEmployee Stock Purchase Program (ESPP)Employee Assistance Program (EAP)Company-paid holidaysPaid sick leaveVacation timePaid Family Leave and other leaves of absenceOriginally posted on Himalayas