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 Manager, Systems Escalation, who will act as the manager for the Systems Engineers who are responsible for primary systems monitoring and escalation support for our systems support clients. The Manager will oversee support activities for day to day systems monitoring, systems support including Vmware, Exchange, Citrix, and ESX host support, storage management, and troubleshooting crashes, performance issues, enhancements, and capacity planning.

In this role, the Manager, Systems Escalation will help to improve procedures, monitoring, and will work on escalated tasks as needed. This individual will have a strong technical aptitude and a desire to learn and share knowledge.

This is an onsite role.

What you will do:

• Perform onboarding and training of new SST Escalation hires
• Conduct 30/60/90 day, mid-year, and year end reviews
• Interview potential candidates for the monitoring and escalation teams
• Assess overall bandwidth of team using KPI reports generated by QA team, and make suggestions on how to improve efficiency
• Open up new job requisitions as required
• Work with team leads to generate monthly shift rosters
• Approve work from home, PTO, and sick leave requests through HR system
• Motivate and mentor SST team members
• Create individual MBO’s (management by objective) for SST team members
• Assess existing SST policies and procedures and make suggestions on how to improve efficiency and effectiveness of team
• Work to ensure successful collaboration between teams
• Meet with Leadership of SST team on a weekly basis to report on team performance
• Assist with offboarding of outgoing employees
• Enforce accountability of SST team
• This role will be client facing and will frequently require direct communication with many of Eze Caste Integration’s clients
• Perform weekly review and approval of team member’s timesheets
• Perform internal review of root cause analysis documents (RCA’s) before they are sent to clients
• Continuously work on improving SST Team’s knowledge around information security as it relates to their job and identifying and preventing phishing attempts
  
  

Who you are:

• For this role the individual should have at least 10+ years of experience in a systems administration or systems engineering type role with a working knowledge of a majority of the following technologies:
• Active Directory, Citrix, DNS, Microsoft Exchange, VMware, Azure
• Candidate must also have minimum of 2 years in a management or supervisor level role
• Candidate should have a forward-thinking mindset
• Past experience in a client-facing role is a must
• Experience with an ITSM platform such as ServiceNow, Connectwise, etc.
• Candidate must have strong verbal and written English skills
• Remain vigilant while continuing to maintain and enhance the overall security of ECI and the client’s receiving our services.
• Maintain awareness about the potential risks based on the environment they are operating in and the clients they are working on
  
  

Bonus points if you have:

• Knowledge of ITIL framework and/or ITIL certification a plus
• Experience with automation is a plus
  
  

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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