Critical Incident, Change and Problem Lead

3 weeks ago

Metro Manila Philippines Ciena Full time

Overview

Ciena is seeking a Critical Incident, Change and Problem Lead in the National Capital Region, Philippines. The role focuses on service restoration, problem resolution, and change management to drive operational excellence and improve service reliability.

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.
Qualifications
  • 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.
Assets
  • ITIL certification or equivalent experience in service management.
  • Knowledge of incident tracking tools and systems.
  • Experience working in fast-paced, technology-driven environments.
Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Other
  • Industries: Telecommunications
EEO and Accommodation

Ciena is an Equal Opportunity Employer, including disability and protected veteran status. 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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