Sr Manager Service Assurance

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.

How You Will Contribute:

Reporting to Senior Director, IT Cloud Services as Sr. Manager Service Assurance you will lead and evolve our enterprise-wide Critical Incident Management, Problem Management, and Change Management functions. You will serve as the central orchestrator of service health during disruptions, responsible for real-time incident response, executive communication, and driving post-incident problem resolution and process maturity.

Critical Incident Response & Coordination

• Lead enterprise-wide response to high-impact incidents, acting as Incident Commander.
• Drive end-to-end coordination with IT, security, engineering, and business leaders.
• Ensure real-time communication updates to executives and stakeholders.

Executive Communications & Stakeholder Management

• Craft timely, clear, and impactful executive briefings during and after incidents.
• Build trust through transparency and consistent updates during crises.
• Serve as the liaison for business continuity and customer assurance teams.

Problem Management Leadership

• Own the post-incident lifecycle: root cause analysis, corrective actions, and tracking.
• Build and maintain a problem register to identify recurring patterns.
• Drive accountability across teams to reduce incident recurrence.

Change Management Maturity

• Lead governance of the Change Advisory Board (CAB) for risk mitigation.
• Standardize change evaluation criteria and approval workflows.
• Integrate change impact analysis into incident and problem tracking

Process Improvement & Service Reliability

• Define and implement KPIs for incident, problem, and change performance.
• Leverage data and trend analysis to reduce MTTR and improve uptime.
• Partner with cross-functional teams to optimize tools (e.g., ServiceNow) and workflows.

The Must Haves:

• Proven experience managing major incidents and problem/change processes in a global IT environment.
• Strong communicator with executive presence under pressure.
• Experience implementing or optimizing ITSM frameworks (e.g., ITIL, ServiceNow).
• Comfortable navigating ambiguity and coordinating across high-stakes environments.
• Bachelor's degree in IT, Security, Engineering, or a related field; certifications like ITIL or PMP preferred.

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Pay Range:

The annual pay range for this position is $101,600 - $162,400.

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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 anEqual 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.