In this role, you will lead a team of engineers to ensure a high level of performance toward ECI’s client base by supporting daily incidents and requests, while also managing planned work activities such as projects, and infrastructure changes. With your expertise as a senior systems engineer, you will act as the direct escalation point for your regional systems engineering team and collaborate with peer teams/groups to ensure we are driving a world class client experience. In addition to overseeing the team, you will also be responsible for performing high-level, hands-on technical work to ensure seamless operation and optimization of client environments.

This is a hybrid role for candidates based in the Midtown Manhattan area.

What you will do:

Management Responsibilities

• Lead a high-performing team of L2 and L3 systems engineers responsible for infrastructure management of enterprise-level technologies and cloud-based solutions.
• Manage engineering queues following an ITIL-driven workflows and processes.
• Provide input to process, products and tools improvement lifecycle to enhance engineering and client experience.
• Develop and operationalize new workflows with other technology, tools, and practice leaders to ensure cohesive service delivery across various engineering groups.
• Evaluate client technology needs and develop configurations and standards.
• Support the Documentation Lifecycle and Change Management processes by ensuring up-to-date documentation surrounding client environments.
• Ensure your team plays a leading role in the Major Incident Management process for your clients
• Cross collaboration
  
  

PERFORMANCE

• Manage, monitor, report performance based on defined service level objectives targets.
• Improve team performance and client satisfaction through trend analysis that result in operational efficiencies/improvements through use of tools and automations.
• Ensure effective queue management by focusing on categorization, prioritization and timely completion of tasks
  
  

TECHNICAL & SERVICE DELIVERY

• Act as a L3 escalation for incidents, requests and change management activities in support of your team and ECI’s portfolio of clients related to client systems networks
• Act as a technical lead for infrastructure projects and maintain accountability toward delivery of scope
• Act as a technical consultant for clients, as needed to provide advise, planning and technical steering
• Play a leading role in the major incident management process for your clients
• Execute on planned technical delivery activities, including change management and vulnerability remediation.
• Collaborate cross-functionally to ensure successful delivery of project implementations, migrations, and upgrades
• Provide support for networking tasks related to switching, routing, security, and wireless systems.
• Demonstrate and lead with expert-level understanding of ECI and Industry best-practice surrounding security policies and configuration tools.
  
  

Who you are:

• Bachelor’s Degree in Information Technology related field, or 5+ years comparable experience in technology related, customer-facing role
• Prior experience in people management with a track record of team growth and development
• Hands-on experience in deployment and management of routing, switching, wireless, and security appliance technologies using vendors such as Cisco, Palo Alto Networks, and Meraki
• Advanced knowledge of Microsoft Operating Systems (Client and Server) and Public Cloud platforms (Azure, Microsoft 365, AWS).
• Advanced knowledge of e-mail platforms (Exchange Online, E-mail security integrations solutions, and virtualization).
• Intermediate experience in technical project management as applied to data/infrastructure migrations, relocations, major system upgrades, and new site deployments.
• Proficient in incident response management during security events and high-priority escalations, as well as disaster recovery and business continuity activations
• Exceptional interpersonal skills, with a focus on rapport-building and managing expectations
• Highly self-motivated and detail-oriented.
• Effective time management and prioritization skills.
• Able to travel and work beyond normal business hours.
• Experience with Android/iOS configuration and MDM solutions.
• Knowledge of cyber-security concepts and best practices.
• Experience with home network deployment.
• Understanding of vulnerability reports, assessments and the ability to perform the necessary remediation.
• Experience with remote access solutions and MDM technologies.
• Outstanding customer service skills.
• Sharp attention to detail with proven analytical and critical thinking skills

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, unlimited PTO, health benefit eligibility the first of the month, pet insurance, 401K with employer match and so much more! If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!

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