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 a NOC Manager who is primarily responsible for supervising, supporting, and developing engineers in their respective operations within 24x7 monitoring team.

In this role, you will also be involved in several initiatives that might arise (such as ticket/escalation automation, alert remediation, etc.). This individual must have a strong attention to detail, ability to work & improve existent processes, enjoy working in a fast-paced/high-volume environment, and exercise time management with precision.

This is as onsite position reporting to our ECI office 5 days/week. ECI offices in India (Bangalore, Indore, or Hyderabad) or our ECI BGC, Taguig office in the Philippines.

What you will do:

• Manage the Tier 1 monitoring team’s daily activities.
• Manage scheduling for Tier 1 Engineers
• Provide real-time oversight to the NOC teams to assure that the following are always being done throughout all the shifts:
  • consistently follow client escalation procedures to consistently adhere to NOC teams policies and standards to attend and participate in weekly staff conference calls o submit timesheets on schedule.
  • understand and effectively transfer shift turnovers via shift report to always maintain courteous communications with clients.
• Handle monitoring escalations from Tier 1 teams to resolve issues personally or get appropriate resources, while handling the client communication to set expectations to completion.
• Manage the dispatch process of service requests to ensure full utilization of technical resources.
• Develop relationships with Managed Services clients to facilitate trusted advisor role for client’s implementation and support requests.
• Continually refine the new engineer onboarding and training processes and maintain documentation.
• Ensure that all Tier 1 engineers can successfully provide high quality network support and alert monitoring.
• Performance reviews of the Tier 1 engineers
• Perform customer follow‐up to verify final resolution and determine satisfaction level.
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices.
• Identify areas for improvement and make constructive suggestions for change.
• Ensures team adheres to prescribed KPIs and SLAs by ECI and reports them accurately to Managed Services leadership.
• Review engineer’s tickets and calls for quality assurance.
• To continuously improve their knowledge around information security as it relates to their job and identifying and preventing phishing attempts.
• Other duties as assigned.

Who you are:

• BS Degree in CS, IS or similar.
• Experience working directly with technical managers as well as technical end users.
• Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with customers and engineers.
• Ability to demonstrate managing multiple priorities and solve problems in a fast-paced environment.
• Capable of multitasking in a high pace environment, effectively and efficiently
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Teamwork ability
• Strong documentation skills
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Personnel excellence, accuracy, and Customer focused.
• Sharp attention to detail: able to apply consistently throughout all aspects of the workday.
• Follow directions & process.
• Takes initiative and is proactive: able to note things that need to be done without being prompted and proactively address them.
• Highly self-motivated and directed.
• ITIL Exposure

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!

Love Your Job, Share Your Technology Passion, Create Your Future Here!

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