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:
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. While responding to Level 1 and 2 service tickets, you will work closely with the team to address complex network problems escalated by NOC engineers. You will be responsible for escalating issues to next-level support and engaging third-party vendors for any network or connectivity impairments.
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, but not limited to the following:
- Alarm validation and alert correlation
- Routing protocol (BGP, OSPF, EIGRP) and switching issues (VLAN, STP)
- WAN/MPLS/VPLS/Express Route/Internet circuit issues
- SD-WAN related alerts (tunnel status, edge device health, policy issues)
- Connectivity issues, latency, packet loss, bandwidth utilization
- Firewall issues (Palo Alto, Cisco ASA, Fortinet — NAT, policies, sessions)
- Wireless network-related issues (controllers, AP connectivity)
- 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.
- Follow client escalation procedures and handle customer calls for diagnosing network-related issues.
- Provide timely and accurate end-to-end support via phone, email, and ticketing documentation.
- Accurately document incidents, diagnostics, correlations, and resolutions in the ticketing system.
- Maintain WAN links and engage ISPs and vendors for circuit outages, latency, packet loss or bandwidth issues.
- Escalate outage events and network impairments to appropriate stakeholders when unresolved within SLA timelines.
- Monitor and track scheduled network maintenance activities, analyzing impact and ensuring alignment with approved windows.
- Coordinate with internal teams and respond to communications promptly.
- 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.
- Provide feedback for continuous improvement of NOC network operations.
- Ability to work on Major Incident Management (MIM) tickets (P1/P2) for Network related issues.
Who you are:
- Bachelor’s degree in information technology/computer science or related field.
- 5 years of relevant experience in network support & monitoring.
- Minimum 2 years as a NOC Engineer in network operations.
- Excellent communication skills with the ability to explain technical network issues clearly.
- Strong prioritization and customer centric mindset.
- Strong troubleshooting skills: ability to identify and analyze network issues, traffic behavior and performance bottlenecks.
- Strong documentation and communication skills.
- Ability to multitask in a high-volume NOC environment.
- Ability to prioritize tasks in high-pressure situations.
- Highly self-motivated and proactive.
- Willingness to work in 24x7x365 operational environment.
- Strong experience in configuration, management, and monitoring of:
- Routers and switches (Cisco or equivalent)
- Firewalls (Palo Alto, Cisco ASA, Fortinet)
- Wireless LAN controllers and access networks
- Strong understanding of TCP/IP networking fundamentals
- Experience with routing protocols: BGP, OSPF, EIGRP
- Experience with switching technologies: VLANs, STP, trunking
- Experience in WAN technologies: MPLS, Internet circuits, VPNs (IPSec, SSL)
- Hands-on experience with SD-WAN technologies and Firewalls such as:
- Cisco SD-WAN (Viptela) / VMware (Velocloud) / Fortinet / Palo Alto
- Monitoring tools such as LogicMonitor, SolarWinds, or similar SNMP-based platforms
- Ticketing tools experience such as ServiceNow
- Basic packet analysis tools (e.g., Wireshark – preferred)
- Certifications/Training Recommendations: CCENT or CCNA or CCNP or PCNSE or training equivalent. Knowledge of TCP/IP, Cisco routing, switching technologies and ITIL Exposure
Bonus points if you have:
- Experience with Managed Service Provider (MSP) environments
- Experience with ServiceNow ITSM
- Experience with network monitoring tools (LogicMonitor, SolarWinds, ConnectWise Automate etc.)
- Knowledge of DNS and network-related services
- Relevant advanced network certifications
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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