Senior Consultant Field Engineering

Ciena is the global leader in high-speed connectivity, committed to a people-first approach. The Senior Consultant Field Engineering role involves providing technical expertise and leadership in network deployment, equipment migration, and troubleshooting, while mentoring a team of engineers and ensuring project success.

Responsibilities:

• Reports to Regional Services Leader and takes direction from project leads (Services Project Management, Engineers, etc)
• Act as a field technical expert advisor on projects working directly with Project Managers, the account team and customer
• Responsible for providing leadership to a team of Project Managers, Field Services Engineers and/or Field Technicians both locally and remotely
• Develop field-level Network Design and Engineering Documentation to ensure accuracy and coherency
• Provide tactical consultation and strategic direction to customer & Project Management team for network deployment, equipment migration, turn-up and planning
• Performs complex equipment migration, turn-up, testing, and troubleshooting of various Ciena & customer products in both Greenfield and In-Service environments
• Develop the testing and commissioning skills and proficiencies of internal Ciena Field Staff and Service Partners
• Provide mentorship / direction to the Field Service Engineers and technicians
• Establishing migration & commissioning Methods & Standards
• Plans, Migrates, provisions, tests, and troubleshoots Ciena optical / Ethernet transmission equipment. May include similar efforts for non-Ciena optical equipment
• Provides remote and/or on-site technical assistance during complex deployments / migrations of Ciena equipment to ensure that the network has been tested as per the Network Design Specification and is operating accurately prior to customer hand-off
• Provides project status reports to the Project Manager
• Develops complex or custom MOPs, for both new deployments, In-Service upgrades and migration hot cuts
• Uses knowledge and practical experience of DWDM Optical Networks to troubleshoot and address technical problems encountered during the deployment of both new networks and upgrades or modifications to existing networks
• Reviews and disseminates Field Service Bulletins (FSB) and Internal Service Bulletins (ISB)
• Interfaces and calls out deployment / migration related issues to the assigned Project Manager
• Interfaces and recommends deployment / migration related process improvements to the Services Operations Manager
• Works with Ciena and Customer Technical Support to identify and resolve hardware/software issues
• Calls out technical issues into Ciena Technical Support, accurately defines the problem and participates in troubleshooting to ensure it is resolved to the happiness of customer
• Reviews Field Service Bulletins and the potential impact prior to and during live network operations
• Actively train to update their knowledge in new products and also provide inputs to the NPI group on product issues that require attention
• Validates good practices and quality standards are followed during the live network operations. Takes initiative to address any deviations or updates
• As required, tests or troubleshoots or directs others to address in-service problems using SONET, Ethernet, and other Fiber Optic test equipment
• Connects with Ciena core Engineering team to provide recommendations on issues found in the field during deployment & migration
• Co-ordinates maintenance window activities and develops and carries out detailed Method of Procedures (MOPs)
• Participates in pre-deployment / Migration setup conference calls
• Provide the service interruption reports and participates in root cause analysis as required

Requirements:

• B.Sc Electrical Engineering, Optical Engineering, Computer Science or a related field
• 10+ years of directly related experience or equivalent of education, training, and experience
• Ability to use a personal Computer and various software applications (MS Office, Basic Web Skills)
• Critical Thinking / Analysis - Sees multiple relationships; Capable of Analyzing Multi-dimensional problems
• Technical Expertise - Demonstrates a breadth of knowledge across all Ciena's product portfolio as well as other vendor products (example: Infinera, Fujitsu, Huawei, Nokia, Cisco, etc) and may expand awareness outside of the company
• Champions a learning organization; Provide Instruction, mentorship and actively builds development opportunities
• Leadership: Positions self as a leader and ensures that others buy into the team/corporate mission, goals and agenda
• Applied Creativity: Thinks out of the box; breaks the mold and crafts an environment that nurtures innovation
• Customer Orientation: Partners with customer and acts to make valuable contributions
• Possess installation knowledge of optical transmission and Ethernet switching equipment
• Possess good knowledge of telecommunication networks and operational requirements as well as troubleshooting abilities
• Good understanding of computers and data communications
• Ability to work directly with the Customer on scheduling site/circuit access
• Demonstrates the technical skills and integrity when working with live Customer traffic
• Knowledge of MS Office applications (Visio, Excel, Power Point, etc.)
• Ability to quickly interpret test data identify deficiencies
• Ability to think on your own
• Willing to travel (approx. 10%)
• Should be able to work during maintenance windows and handle stressful situations during those activities
• Excellent Customer Service interaction skills
• Ability to adapt to a constantly evolving market and customer demands
• Strong Leadership abilities
• Strong written and verbal communications skills