[Hiring] Application Support Engineer, Service Reliability Engineering @Ciena

Role Description

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Competitive compensation package.
• 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.
• Compliance with all applicable laws regarding Paid Family Leave and other leaves of absence.

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