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.

The Opportunity :

We are seeking an enthusiastic, personable, and qualified Senior Network Operation Center Engineer (Network Monitoring) to join our amazing team! In this role, you will be part of the Network Services Team (NOC) that provides 24x7 monitoring, operations, and support services. The Senior NOC Engineer Network Monitoring will provide monitoring and troubleshooting of network infrastructure devices for global customers, supporting LAN/WAN/Firewalls/SD-WAN environments. This is an onsite role.

What you will do :

- Resolve level 1 and 2 network support cases, incidents, and work orders associated with routing, switching, WAN, SD-WAN and firewall environments following ECI defined SLAs.

- Set client expectations appropriately throughout the troubleshooting process, ensuring clear communication.

- Resolve incidents and requests from centralized monitoring systems related to alarm validation, routing protocols (BGP, OSPF, EIGRP), switching (VLAN, STP), WAN/MPLS/VPLS/Express Route, SD-WAN alerts, connectivity/latency/packet loss, firewall issues (Palo Alto, Cisco ASA, Fortinet), and wireless network-related issues.

- Perform troubleshooting, problem analysis, and isolation of network events in accordance with incident management guidelines.

- Follow ECI change control process for performing changes such as PAN-OS, IOS and Meraki upgrades, configuration changes, and SD-WAN updates during approved maintenance windows.

- Incident Management via ServiceNow tool.

- Provide timely and accurate end-to-end support via phone, email, and ticketing documentation.

- Act as an escalation point for NOC Engineers on network related issues.

- Produce reports such as RCA, investigation reports, and network health summaries.

- Provide training for new hires in lower roles on network troubleshooting and monitoring.

What you bring :

- Bachelors degree in information technology/computer science or related field.

- 5 years of relevant experience in network support & monitoring, with minimum 2 years as a NOC Engineer.

- Strong experience in configuration, management, and monitoring of routers, switches (Cisco), firewalls (Palo Alto, Cisco ASA, Fortinet), and wireless LAN controllers.

- Strong understanding of TCP/IP, BGP, OSPF, EIGRP, VLANs, STP, MPLS, and VPNs (IPSec, SSL).

- Hands-on experience with SD-WAN technologies (Cisco Viptela, VMware Velocloud, Fortinet, Palo Alto).

- Proficiency with monitoring tools (LogicMonitor, SolarWinds) and ticketing tools (ServiceNow).

- Willingness to work in 24x7x365 operational environment.

Bonus points :

- Experience with Managed Service Provider (MSP) environments.

- Experience with ServiceNow ITSM.

- Knowledge of DNS and network-related services.

- Relevant advanced network certifications (CCNP, PCNSE).