Application Support Engineer, Service Reliability Engineering

Job description

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. How You Will Contribute: Design and manage robust infrastructure solutions to ensure the reliability and scalability of critical systems. Proactively monitor system health using performance metrics and automated tools to detect and address potential issues. Lead incident management efforts during service disruptions, ensuring swift resolution and minimal downtime. Analyze root causes of system failures and implement long-term solutions to enhance system reliability. Develop scripts and tools to automate repetitive tasks, improving operational efficiency and reducing manual interventions. Collaborate with development teams to align on reliability goals and integrate best practices into software design and deployment. Maintain comprehensive system documentation to support efficient troubleshooting and knowledge sharing. The Must Haves: Proven experience managing and maintaining highly-available systems, including cloud-based infrastructure. Proficiency in programming to automate repetitive tasks and reduce manual effort. Solid understanding of monitoring tools, incident management platforms, and metrics analysis. Deep knowledge of system performance optimization, troubleshooting methodologies, cloud platforms, databases, CI/CD, distributed systems, and security best practices. Strong communication skills (written and verbal) to effectively collaborate across cross-functional teams. Analytical mindset for interpreting data, metrics, and patterns to make informed decisions and predict future issues. Ability to view interconnected systems holistically, anticipating the broader impact of changes and designing for resilience. Nice to Haves: Experience with Salesforce, Oracle, Mulesoft, Oracle Integration Cloud, ServiceNow, and custom-built solutions. Familiarity with cutting-edge technologies and operational practices to drive continuous improvement. Demonstrated ability to thrive in high-pressure situations with a calm, methodical approach to problem-solving. Knowledge of systemic thinking to anticipate interconnected system impacts and design for resilience. Ownership mindset to proactively identify potential problems and areas for improvement before user impact. Pay Range: Canada: $78,500.00 - $125,500.00 CAD Mexico: $493,600.00 - $788,400.00 MXN Brazil: $135,900.00 - $217,100.00 BRL #LI-JD Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available. Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence. 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.