Global PMO Systems Support Analyst
Global PMO Systems Support Analyst at Ciena (Gurugram). 3 Yrs experience, Not disclosed. As the global leader in high-speed connectivity, Ciena is…
- Company
- Ciena
- Location
- Gurugram
- Work mode
- On-site
- Job type
- Full-time
- Experience
- 3 Yrs
- Salary
- Not disclosed
- Posted
- 2026-10-23
- Industry
- Telecommunications Industry
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.
Responsibilities
- Monitor, manage, and resolve incoming support tickets through Freshdesk related to Salesforce and Kantata. Investigate and troubleshoot system issues, user inquiries, data discrepancies, and process-related questions. Escalate complex technical or functional issues to appropriate internal teams while maintaining ticket ownership and follow-up. Track ticket status, resolution times, and recurring issues to drive continuous improvement. Maintain documentation of ticket resolutions, troubleshooting activities, and support procedures. Collaborate with system owners and technical teams to resolve issues involving Salesforce, Kantata, and connected systems. Develop and maintain system documentation, knowledge articles, FAQs, and user support materials.
Key skills
Not specified
About Ciena
Ciena is a network strategy and technology company with a passion to provide an experience, to you and our customers that is as rewarding as the outcome. We attract the best and brightest- those with outstanding talent, motivation, and the right attitude to contribute to our success. Our culture balances our openness and informality with professionalism and trust and is built on the foundation of our core values: Customer First, Integrity, Velocity, Innovation, and Outstanding People.
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