Security Response Center Analyst

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.

Ciena Workplace Security is seeking a Security Response Center Analyst for our 24/7/365 Ottawa Security Operations Center (OSOC). 
Candidates must be available to work Monday to Friday from 3:00 pm to 11:00 pm and available for other shifts as required (to include nights/weekends/holidays) to meet operational needs.
Prior physical security alarm handling experience is required.  The OSOC team monitors live data from a diverse array of sources including access control, environmental sensors and CCTV systems.  Additional duties include supporting security vendors, physical security operations and being the first line of response to a substantial portfolio of time sensitive security alarms and incidents.

The Analyst reports to the Workplace Security Manager and works within OSOC responding to physical security events affecting or threatening Ciena physical infrastructure, associates, operations, and assets worldwide.  The successful candidate will have a background in identifying active physical security related incidents and coordinating responses through to successful resolution.  The analyst will act as a first line decision maker to ensure events are triaged and investigated and will escalate responses as necessary while working collaboratively with partner security operations teams and other internal/external stakeholders. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Review and respond to alarms and incidents involving Ciena offices and personnel
• Monitor access control, CCTV and environmental monitoring systems
• Answer communication devices (phone/email/video intercoms/instant messaging)
• Serve as central answering point for global employee base in times of emergency or travel security needs.  Coordinate response by engaging appropriate stakeholders.
• Triage data from monitored sources and follow established procedures and protocols to disseminate information rapidly and accurately for further action and response
• Receive tickets from various sources and take action based on established procedures and protocols
• Accurately articulate observations and incidents to other team members and management/escalation chain
• Track incidents in progress and maintain detailed event logs and reports
• Perform other duties and/or special projects as assigned

SKILLS

Required:

• Strong customer service focus
• Experience in physical security access control and CCTV systems
• Ability to work within a multi-national, diverse workforce as part of a cross-functional team
• Good judgement while multi-tasking
• Ability to follow written and oral tasks and procedures
• Ability to maintain objectivity, confidentiality and integrity and to utilize discretion when dealing with sensitive information
• Proficient written and verbal communication skills
• Strong incident management skills
• Excellent analytical and critical thinking skills
• Strong documentation skills and experience
• Proficient computer skills to include Microsoft Office applications (e.g. Word, Excel, Outlook, Power Point, etc.)
• General understanding of business operations and fundamental underlying processes
• Ability to effectively interact with management and operational personnel of contracted security vendor

Desired:

• Prior experience in a security operations room/center environment
• Experience with operating access control systems
• Experience with operating CCTV systems
• Ability to troubleshoot basic network and IP connectivity issues

DESIRED CHARACTERISTICS

• Highly ethical, team oriented, flexible, inquisitive, logical
• Reliable
• Problem-solving skills
• Willing to learn and ask questions
• Leadership mindset

EDUCATION and/or RELEVANT EXPERIENCE

• Required Experience:  2-3 years of practical experience in access control or CCTV operations, or other relevant experience
• Previous experience working within a security operations room/center

• Prior security industry experience
• Required Degree: None required

Compensation and Benefits

The annual total target compensation pay range for this position is CAD $ 50,000 - 80,000.

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.

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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.