Operations Manager AMS

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.

Why Ciena:

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
• We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees.
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
• We know that financial security is important. We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
• We realize time away to recharge is non-negotiable. We offer flexible paid time off!
• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

Reporting to the Senior Director, IT Applications, as the Operations Manager you will manage the AMS Partner Teams. Key responsibilities include hands-on management of application management services (AMS) team, specific service level agreement (SLA) metrics and key performance indicators (KPIs), and day-to-day process management. The Operations Manager must understand, manage, and balance priorities for the AMS team based on priorities. Will be responsible for leading cross-functional/technical issue resolution and coordination with the business stakeholder team, escalating as necessary.

The role requires strong team leadership skills, advanced capabilities in AMS and process management, exceptional written/verbal communication skills, advanced fluency in data-driven analysis to drive sound business decisions, and the ability to partner with other members of the IT team to deliver quality service to our customers.

• Have led Oracle ERP Production support for a large enterprise client for over 5+ years. Can be either from Oracle EBS functional or technical stream, Techno-functional is preferred.
• Interact with internal customers regularly to build relationships and ensure customer satisfaction through Quality & Service Value.
• Partner with the IT Leads to understand their domains and opportunities for support and service improvements.
• Should have interacted with the key stakeholders / Sr. leadership team both from IT and business in the recent past (2-3 years before)
• Possessing specialist knowledge of Oracle Enterprise Business Applications R12 and Cloud.
• Monitor day-to-day activities and provide support in case of an issue. Manage stakeholders and the team.
• Well versed with production support modalities, driving bridge call, handling P1 issues, continuous improvements etc.
• Well versed with SLA's, metrics, stakeholder management, people practice etc
• Managing Service Now ticketing query system and ensuring comprehensive database of queries and resolutions is kept up to date.
• Analyze and improve current Business Unit processes to enhance productivity, quality, and meet business goals.
• Abide by internal policies and best practices to ensure complete compliance with Audit and information security.
• Work collaboratively with other team members and stakeholders to understand the current applications in place and ensure application performance meets the agreed service levels!
• Assisting with systems integrations
• Maintaining and updating Knowledge Base documents and procedures
• Identifying and resolving technical issues
• Managing Hypercare and Knowledge Transition to AMS Team for Initiatives and enhancements.
• Delivering regular and customized training to AMS teams within the business
• Preparing maintenance plans and upgrading schedules for the organization’s systems
• Actively organizing MBR's & QBR's with the AMS Partner.
• Leading and driving the Finance Month end / End of Quarter (EOQ) Close / Year End (YE) Close Activities with relevant stakeholders
• Will ensure that the support for all Oracle applications is aligned so as to keep all applications running with minimum disruption to Business Units and demonstrate improvements in service delivery over time.

#LI-BS1 #LI-REMOTE

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.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.