Network Escalation Team Lead

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 Network Escalation Team Lead to join our Philippines team. The Network Escalation Team Lead will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful Network Team Lead is a seasoned professional who combines technical prowess with exceptional leadership skills to drive excellence in network operations. The candidate will be empowering team members, providing guidance and mentorship, and 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.

• Lead the queue management process, ensuring timely resolution of network issues.
• Participate actively in the major incident management process, driving effective resolutions and minimizing downtime.
• Manage and drive internal and external escalations.
• Ensure cases are updated daily, maintaining accurate records of network issues and resolutions.
• Oversee client responses, escalating to upper management as needed.
• Coordinate changes and operational tactics to optimize network performance.
• Possess a diverse background in network technologies including Cisco FMC/FTD, Palo Alto, Cisco routing and switching, and FortiGate.
• Review daily SLA breaches and devise strategies to address shortcomings.
• Generate end-of-shift reports, summarizing activities and outstanding issues.
• Actively contribute to process improvement initiatives, suggesting enhancements for network efficiency and reliability.
• Proactively resolve support issues during staff shortages.
• Engage directly with clients when necessary to ensure effective communication and problem resolution.
• Mobilize and engage engineers promptly during priority issues for swift resolution.
• Participate in weekly calls with various clients related to project work or general task work

• Bachelor's Degree in related field or equivalent combination of education
• Must have at least 8 years of experience in network support and delivering network projects.
• Expert level technical certifications such as CCIE or training equivalent.
• Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto, and FortiGate networking equipment.
• Proven experience in troubleshooting and resolving complex network issues in technologies related to routing, switching, VPN (Global protect and Anyconnect), wireless, certificates, network slowness, etc.
• Strong understanding of networking protocols, security principles, and best practices
• Experience in planning, executing, and overseeing network projects from initiation to completion.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to diverse audiences.
• Customer service experience with a focus on building and maintaining positive relationships.
• Soft skills such as teamwork, adaptability, and problem-solving.
• Highly self-motivated and directed, in a fast-paced team environment.
• Effective time management and excellent prioritization skills

• FortiGate certification
• Experience with Managed Service Providers (MSP)
• Financial Services Industry experience