Network Escalation Team Lead

About ECI

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

ECI is the leading global provider of managed services, cybersecurity, and business
transformation for mid-market financial services organizations across the globe. From its
unmatched range of services, ECI provides stability, security and improved business
performance, freeing clients from technology concerns and enabling them to focus on
running their businesses. More than 1,000 customers worldwide with over $3 trillion of
assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.
The Opportunity:

ECI has an exciting opportunity for an experienced, Senior Network Escalation Engineer
Team Lead to join our team. The Senior Network Escalation Engineer Team Lead will be
part of the Managed Services team that provides 24x7 monitoring, operations, and
support services. The successful candidate should be a self-starter, who will proactively
find and address issues. The candidate will be delivering technical support and
consultation to our clients in the financial services, life sciences, legal and manufacturing
verticals just to mention a few. The individual must be comfortable working in a very fast
paced, busy environment in the rapidly growing monitoring & managed services industry.

This is a hybrid role.

The candidate must be willing to work rotating shifts (morning, afternoon, and night)
which changes every month.

What you will do:

• Resolve support cases and its associated requests or incidents. Continuously follow up on aging incidents.
• Provide accurate, comprehensive notes on work performed to account for time
  spent with customers
• Troubleshoot complex network issues for enterprise customers
• Evaluate customer’s Network and perform Vulnerability assessment and
  remediation
• Prepare change scripts and perform changes on client network infrastructure
• Undertake any network projects and strive to deliver within the deadline.
• Document technical details of the project and submit project report upon
  completion of the project
• Participate in weekly calls with various clients related to project work or general
  task work
• Mentor junior engineers
• Maintain network documentation

Who you are:

• Bachelor’s Degree in related field or equivalent combination of education and
  experience
• Must have at least 8 years of experience in network support
• CCIE or equivalent
• Advance routing and switching knowledge. Expert in Cisco Nexus switching, BGP
  and OSPF protocols
• Ability to design enterprise networks.
• Expert in Palo Alto firewalls. Global Protect design and implementation with
  certificates, VPNs, Failover, SSL decryption, content filtering etc.
• Experience with Cisco traditional and SDWAN routers, catalyst and Nexus switches
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building and managing
  expectations
• Highly self-motivated and directed, in a fast-paced team environment
• Sharp attention to detail with proven analytical and critical thinking skills
• Effective time management and excellent prioritization skills

Bonus points if you have:

• Experience with Managed Service Providers (MSP)
• Fortigate and Cisco FTD experience
• Experience with Mellanox switches
• Financial Services Industry experience

ECI’s culture is all about connection - connection with our clients, our technology and
most importantly with each other. In addition to working with an amazing team around
the world, ECI also offers a competitive compensation package, unlimited PTO, health
benefit eligibility the first of the month, pet insurance, 401K with employer match and so
much more! If you believe you’d be a great fit and are ready for your best job ever, we’d
like to hear from you!

ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you would be a great fit and are ready for your best job ever, we would like to hear from you!