Senior Network Management Systems Technical Support Engineer

Senior Network Management Systems (NMS) Technical Support Engineer

Scope of Responsibilities:

∙ Manage technical support requests from customers, partners and other global support centers

∙ Determine through technical research and lab modeling, the root cause of customer difficulties

∙ Follow-through, document and manage customer/partner correspondence to clearly communicate technical troubleshooting steps and solutions

∙ Interface with engineering to recreate, submit, test and resolve software defects

∙ May assume or be assigned the role of SME (subject matter expert) for specific protocols or technologies within the support and services teams

∙ Performs cross-functionally in Professional Services and Training Delivery roles as required/requested

∙ Travel to customer sites, as required, to perform any of the above responsibilities, travel can be short notice and up to 50% on a periodic basis.

∙ Participate in the 24x7x365 on-call rotation within the TAC (Technical Assistance Center) team

Specific Responsibilities:

The Senior NMS Technical Support and Services Engineer will provide phone and email support to Ciena NMS/EMS customers and partners, will act as the focal point regarding technical issues and their resolution through root cause analysis and work with engineering and QA teams. Secondary job functions include, but are not limited to, providing customer facing Professional Services (fee based consulting, design, deployment, configuration, documentation, etc) and Education Services (delivery of technical training and certification programs) to Ciena TCE customers and partners.

Basic Technical Skills:

∙ Strong knowledge of networking and network/device management technologies and protocols such as TCP/IP, SNMP, and MIBs.

∙ Strong experience with Network Management Systems and Tools such HP Openview, Micromuse Netcool, or similar systems.

∙ 3+ years of Unix and Linux administration experience.

∙ Strong analytical, troubleshooting and problem solving skills

∙ Advanced Technical Skills:

∙ Working knowledge and experience with relational database systems (RDBMS) such as Oracle and MySQL.

∙ Experience with scripting languages such as Unix Shell and BeanShell scripting.

Desired Characteristics:

∙ Working knowledge of Device management tools and systems.

∙ Excellent communication skills in both oral and written technical material

∙ Ability to effectively communicate customer feedback and product feature requests to Product Management, Engineering and Sales

∙ Ability to interface and clearly communicate software defects and/or operational difficulties to hardware and software engineering

∙ The candidate should be a strong ‘self-starter’, require minimal supervision and possess excellent organizational skills

∙ Position requires up to 25% travel (flexible)

Education / Experience:

∙ BSCS, BSEE, or equivalent preferred

∙ 5 years working experience in a Network Operation environment with emphasis in configuring and utilizing Network Management tools & systems.

To apply for this position visit us at http://www.ciena.com/corporate/careers.htm?src=nav Click Apply Now and Keyword Search IRC17129.

This position, Senior Network Management Systems Technical Support Engineer, was posted on August 12, 2009. Since this job has been published, it has been viewed 122 times.