Systems Support Specialist

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How You Will Contribute:

Reporting to Harbir Bains - as a member of the Network Control and Planning Customer Response Team, as a System Support Engineer, you will provide daily 3rd level support for software and networking issues that come in from customers across the Globe who are using Ciena's Navigator Network Management System for managing and planning their networks. Your primary area of focus will be on Platform issues.

Navigator NCS is Ciena's domain controller, automating lifecycle operations of Ciena's packet and optical networks. Based on a microservices architecture, Navigator NCS helps network operators to plan, provision, and turn up multi-layer services quickly using a highly intuitive interface. Navigator NCS marks a strategic shift from legacy network management software, enabling the transformation to open, scalable software control that easily integrates into network operators Billing and Operations Support Systems (B/OSS) and Orchestration layers using open REST APIs.

You will triage and investigate Platform issues escalated by Ciena's Global Customer Support team to the CRT team with the end goal of understanding the problem and bringing it to resolution for the customer so that they can continue with their normal operations. You can resolve customer issues by providing a code fix via a patch, by creating scripts, or by providing documented and tested workarounds. You will be expected to document in detail the status of the investigation daily in the Ciena ticket management system, and to engage various engineering teams, product line managers and product owners as needed to bring proper and timely resolution to the customer issue. Other responsibilities include:

• Communicate status on high priority issues to stakeholders and attend meetings as needed to discuss status. Provide leadership to coordinate efforts to get to a timely and suitable resolution for the Customer.
• Stay abreast of new functionality as it is released in order to be able to provide support to customers.
• Collaborate with your teammates and other stakeholders on complex issues and to assist them in their customer investigations.
• Document troubleshooting steps and techniques.
• Analyze the existing platform for performance bottlenecks and reliability.

Behaviours:

• Ability to interact effectively with cross-functional teams and to work across geographies and time zones.
• Leadership skills to independently take initiative and to innovate as part of a team, demonstrating good judgment in generating and evaluating alternative approaches to address business and technical challenges.

Must-Haves

• Adept at scripting using Bash, Python.
• Excellent analysis, troubleshooting and problem-solving skills associated with enterprise software solutions in general.
• Experience working with and troubleshooting Linux Enterprise OS.
• Experience troubleshooting server performance issues.
• Excellent written (documentation) and interpersonal communication skills (English).
• Ability to deal with stressful situations when dealing with high priority customer issues.
• Knowledge of TCP/IP networking is required.
• Knowledge and experience with Linux, Docker, JSON, Postman, Python, REST API and associated tools.

The Nice to Haves:

• Familiar with Linux compatible Enterprise Servers and virtualization environments, Hypervisors
• Familiar with Micro-Services / container based architectures Docker, Kubernetes
• Familiar with Databases (Postgres, Cassandra, Elastic Search, SQL)

• Exposure to Apache Kafka stream processing platform
• Exposure to AWS or other Cloud Platforms
• Exposure to RESTful API applications
• Programming skills in Java with understanding of JVM Memory architecture and multithreading programming
• Knowledge and/or experience working with our MCP product line, its general functions, architecture, and micro-services is desirable.

Qualifications:

• 4+ years of relevant experience and a Bachelors/Masters Degree in Computer Science or equivalent.

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