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 a highly skilled and experienced Senior NOC Technical Lead, who is responsible for overseeing the monitoring and troubleshooting of network and system devices for global customers, supporting LAN/WAN infrastructure, and responding to Level 1 and 2 service tickets. You will provide exceptional leadership to the NOC team, ensuring seamless operations and high performance. This role requires a balance of technical expertise and people management skills.

In this role, you will be part of the Network and System Services Team (NOC) that provides 24x7 monitoring, operations, and support services.

This is an onsite role.

What you will do:

Lead and supervise the NOC Monitoring team in monitoring and maintaining network & system infrastructure, ensuring high availability and performance, and driving continuous improvement in processes and results.
Provide strong leadership and direction to the NOC Monitoring engineers, ensuring coverage and efficient operations 24/7.
Oversee both technical and people management aspects, ensuring the team is well-supported and motivated.
Resolve Level 1 and 2 network and system support cases, incidents, and work orders associated with end-user issues, physical, on-prem, and cloud infrastructure, and project-related tasks following defined SLAs.
Mentor and guide NOC Monitoring engineers, assisting them in developing their skills and advancing to higher-level roles.
Foster a collaborative and efficient work environment, promoting teamwork and effective communication.
Assign duties and manage workload distribution based on individual skills and role requirements.
Conduct performance reviews and share feedback with both upper management and team members.
Handle customer issues and manage conflicts, ensuring client satisfaction and timely resolution.
Ensure the team monitors the infrastructure, application services, and associated KPIs.
Ensure that SLAs are met and manage incidents according to the incident management process and escalation matrix.
Step in to cover for absences, ensuring no disruption to services.
Create regular/weekly NOC-specific performance reports and statistics for higher management.
Ensure clear and effective communication with stakeholders through timely response to emails and continuous coordination with collaboration teams.
Hire, train, and mentor NOC Monitoring engineers, assisting them in increasing product knowledge and advancing to higher-level roles.
Perform internal review of root cause analysis (RCA) documents before they are sent to clients.
Work directly with the NOC Manager to ensure alignment on team objectives, performance goals, and strategic initiatives.
Be flexible with shift schedules, including working nights, weekends, and holidays as needed to ensure 24x7 coverage.

Who you are:

Bachelor's/master's degree in information technology, Computer Science, or a related field, and/or an equivalent combination of education and experience with 8+ years of relevant experience in network and/or system support and monitoring.
Experience of at least 5 years as an NOC Engineer/or Monitoring engineer role.
Proven experience in team leadership and management, with the ability to motivate and mentor team members.
Excellent communication skills with the ability to articulate technical information to non-technical people and summarize key information concisely.
Excellent prioritization skills and a customer-centric approach.
Strong problem-solving and troubleshooting skills required.
Strong documentation skills.
Ability to absorb and retain information quickly.
Experience working directly with technical managers as well as technical end-users.
Knowledge of ticketing platforms (ServiceNow, ConnectWise, Remedy, etc.) and monitoring platforms (ConnectWise, LogicMonitor, etc.).
Capable of multitasking in a high-volume environment effectively and efficiently.
Ability to prioritize and execute tasks in a high-pressure environment.
Highly self-motivated and directed.
Ability to present ideas in user-friendly language.
Ability to work both independently and collaboratively in a team-oriented environment.
Takes initiative and is proactive.
Exceptional customer service orientation.
Detail-oriented with strong problem-solving, critical thinking, and interpersonal skills.
Willing to work in a 24x7x365 environment and adjust to flexible shift schedules.
Good experience in configuration, management, and monitoring of routers, switches, Cisco ASA, FTDs, Palo Alto firewalls, Meraki, WLCs.
Strong experience in supporting servers/workstations, including Active Directory, LDAP, WMI, and SNMP of Windows and Linux environments.
Strong experience working with cloud platform solutions such as Azure, AWS, Google.
Strong experience with physical and virtual server-related technology: RAID/Storage, SAN, OS, etc.
Strong experience with virtualization solutions, Hyper-V, and VMware.
Certifications/Training Recommendations: CCNA, CCNP, or equivalent training. Knowledge of TCP/IP, Cisco routing, and switching technologies, as well as key technologies such as Microsoft (AZ-900, AZ-104), VMware/vSphere, Linux, etc.
Familiarity with ITIL and other industry standards.

Bonus points if you have:

Experience with Managed Service Providers (MSP).
Experience in ServiceNow Tool.
Experience with Monitoring Tools (LogicMonitor, ConnectWise Automate, RMM, SolarWinds)
Knowledge of various protocol-based implementations: DNS, Mail, AD Replication, IP
Masters in computers/IT.

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!

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