Director, Global Technical Support

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.

Job Title : Director, Technical Support (Global Customer Care)

Overview

This leadership role oversees the India Technical Support function within Global Customer Care (GCC) for optical, routing & switching & Network Management System platform. The Director is responsible for providing strategic direction, ensuring exceptional service and support to India and global customers through a "follow-the-sun" model. Key objectives include driving customer satisfaction, fostering strong relationships with customers and internal stakeholders, developing the management and technical teams, cultivating a high-performing team, and contributing to overall business success.

Responsibilities

Leadership & Team Management :

• Lead and mentor the India team of managers, Customer Technical Advisors (CTAs), and engineers.
• Define clear goals and performance expectations aligned with GCC KPIs, local requirements, and business objectives.
• Provide regular feedback, facilitate professional development, and implement performance reviews.
• Take corrective actions to build a cohesive team and a positive work environment.
• Promote a knowledge management culture, ensuring team readiness for product launches and driving tool and automation adoption.

Operational Excellence

Customer Focus

Strategic Alignment

Qualifications

Education : Bachelor&aposs degree in a related field or equivalent experience.

Experience

Skills & Abilities

Assets

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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.

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

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Skills Required

ip technologies , knowledge management systems , Project Management, telecommunications systems , Otn, Unix, Data Communications, Automation, Dwdm, Layer 3, Microsoft Office Suite