Associate, Customer Network Access in Global - Gurgaon, India - Ciena

Ciena
Ciena
Verified Company
Gurgaon, India

1 month ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
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.

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This role within the Incident Management Team, which is part of Global Technical Assistance Centre (GTAC), has the primary objective to provide Customer Network Access to ATS (Advanced Technical Support) Teams globally.


Ciena is developing and nurturing a strong team for providing a world class support structure with a primary goal of further reducing the time to troubleshoot by providing faster Network Access for critical technical issues reported by Ciena's Customers globally.


ESSENTIAL DUTIES AND RESPONSIBILITIES:


  • Work as single point of contact for providing Network access for Ciena Global Customers.
  • Manage all login credentials created for all members of the Team.
  • Periodically test and check VPN access for Customers in scope, to always ensure access availability.
  • Develops complete understanding for process and steps required for Access ID creation request, initial configuration procedure, process to initiate login to Customer network, sharing the access to ATS Engr and ensure graceful closure of each access request after confirmation of investigation completion.
  • Track and record all requests along with details of Case ID, Case Type, Customer Name, Start Time, End Time, ESX/VM details and ATS Engr.
  • Conduct internal trainings for new members to ensure smooth development and early engagements.
  • Coordinates with ATS (Advanced Technical Support) and stays as an active representative of CNA Team on bridge session, for Customers with such contractual obligation, including no sharing of credentials with any Engr.
  • Periodic Testing (monthly) of preconfigured ESX/VM Servers for ensuring smooth access with relevant latest software in place.
  • Ensure high availability and rapid access to Customer network as Outage and System Compromise Cases require highest priority.
  • On completion of investigation by ATS Engr, need to ensure proper closure of all login windows, any deviations to be brought to notice.
  • Collaborates with other functional teams and organizations within Ciena and drives actions to completion.

SKILLS:


  • Fair understanding of different VPN software's and able to install/upgrade, such software's used in today's contemporary IT Industry.
  • Able to reach out and escalate to IT Support team for issues with general desktop software's.
  • Prior experience and understanding of Telecom Network and Industry.
  • Awareness on basics of IP network and Data communications will be an added advantage
  • Able to troubleshoot basic desktop/workstation network connectivity issues

DESIRED CHARACTERISTICS:


  • Taking Initiative within assigned responsibilities
  • Strong Team player, organized and selfmotivated
  • Good customer interface skills and ability to interact with Customers (both written and verbal)
  • Able to work in rotational shifts (Morning, Evening and Night) with willingness for Night Shifts
  • Excellent written and verbal communication skills, effectively able to communicate and collaborate with teams across different geographies.
EDUCATION / EXPERIENCE:


  • Relevant industry experience with 2 to 3 years equivalent in IT Industry, preferably with Telecom background.
  • Degree/Diploma in Information Technology (IT) or equivalent technical education is preferred with relevant years of work experience.


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.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
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