Global Sustaining Engineering Director 1

Global Sustaining Engineering Director

Job Title: Director, Design Engineering 1
Functional Area: Engineering (ENG)
Career Stream: Engineering (ENG)
Role: Director 1 (DR1)
Job Code: DR1-ENG-DSGN
Job Band: 12
Direct/Indirect Indicator: Indirect

Job Description

This is an exciting opportunity in Celestica’s Hardware Platform Solutions (HPS) to make a positive impact and be part of a rapid business growth in a dynamic environment. This position reports to the Senior Director of the Customer Experience (CX) organization and will be empowered and responsible for managing and growing an effective Sustaining Engineering group that supports Networking (routing, switching, security), storages, servers at hardware, firmware, and software levels.

The Sustaining Engineering group is responsible for sustaining both the hardware and software products after they exited the development phase, until end of support.  The role is a technically hands-on one that will manage a group of Sustaining Engineers, based in multiple countries, of their daily activities, including investigating and resolving complex issues, issue replications, engaging development engineering teams to resolve issues as needed, knowledge base article creation, bug fixing, maintenance releases, qualification testing activities, minor feature developments, generating ECOs and PCNs, supportability feedback, handling product transfer from development, TOI and NPI of new products, and interfacing factory and customers’ issues.  The scope of the responsibility will include both the hardware and software sustaining of all HPS products. 

The responsibilities will also include defining and enforcing sustaining engineering operating procedures and processes, new hire onboarding process and training, evolving the Sustaining Engineering organization structure and size to meet all customer demands, product serviceability feedback to development teams, building good working relationship with Development Engineering and managing the Sustaining Engineering’s performance metrics to meet expectations.  This role will also be the overall Technical Lead to drive technical progress, summary, and resolution during customer issue escalations.  Other duties may be required per business demands.

Knowledge/Skills/Competencies

• 12+ years of experience in either hardware and/or software development or sustaining engineering role in high-tech industry - Networking (Routing, Switching, Security), Storages, Servers, etc, in hardware/firmware/software.
• 8+ years of direct people management experience of > 15 technical staff located in both domestically and internationally.
• Demonstrate strong hand-on analytical and technical support troubleshooting skills in Networking (Routing, Switching, Security), Storages, Servers, etc, in hardware/firmware/software.
• Experienced in supporting large Enterprises, Service Providers, and/or Cloud Providers.
• Experienced in supporting Joint Development and Manufacturing (JDM) customers is a plus.
• Experienced in designing, configuring, troubleshooting, optimizing network hardware, topologies and deployments (Data Center/Enterprise/Campus).
• Understanding of networking concepts, architecture, topology, network protocols such as BGP, OSPF, ISIS, VXLAN, EVPN, IGMP, DHCP, BFD, VRF, Authentication (RADIUS/TACACS), Network Management protocols, NAT, Multicast, QoS (RoCE/DSCP), ACL, ZTP, Telemetry, Monitoring/Analytics.
• Experienced in C and scripting languages like Python/Go.
• Must have direct customer interface experience and can lead technical discussions on customer calls.
• Must have extensive experience in handling and managing escalations and critical accounts.
• Must have experience writing technical documentation (e.g.) Application Notes, FAQs, Installation Guides, User manual, Troubleshooting Guides.
• Familiar with product development lifecycle.
• Strong leadership, accountable, proactive, responsive, and can hold others accountable for the deliverables.
• Experienced in AOP planning, and possessed the required financial background and business acumen for the planning.
• Familiar with technical support and sustaining engineering processes, metrics, and dashboards.
• Familiar with KB article creation process and tools that enable the creations.
• Good English written and verbal skills.
• Available to work in flexible hours, including weekends and holidays as needed.
• Available for occasional travels

Typical Education

• Bachelor's degree in CS/EE or related fields or equivalent.  
• Master’s degree in CS/EE or related fields or equivalent or MBA is a plus.

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.