Senior Network Escalation Engineer

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.

Position Summary

As a Senior Network Engineer at ECI, you will work within a global team managing client network infrastructure as part of an integrated, proactive service spanning observability and operations through architecture and resiliency. You will resolve complex incidents, deliver network changes, investigate recurring problems, and improve reliability through automation, assessment, and knowledge sharing. Working with engineering, architecture, security, and service teams, you will help prevent issues, strengthen operational readiness, and enable colleagues to handle routine work safely.

This is an onsite role within a global, follow-the-sun team providing 24x7 coverage. Working days and hours vary by location and assigned rotation, with some flexibility required to support coordinated global coverage.

Position Responsibilities

Support global service coverage with clear handoffs documenting client impact, diagnostic evidence, next actions, and ownership.

Resolve complex routing, switching, wireless, firewall, VPN, certificate, and performance issues within approved standards; escalate high-risk or nonstandard decisions to technical leadership.

Investigate recurring incidents, document root cause findings and corrective actions, and coordinate with technical teams, vendors, and carriers to deliver lasting fixes.

Provide accurate impact, recovery, and remediation updates to incident coordinators and client-facing teams, supporting clear communication without owning the wider incident or client relationship.

Validate network assessments and automated findings against technical evidence, prioritize compliance, vulnerability, and lifecycle risks, and track remediation. Use manual review where automation is unproven and follow security policy for corrective actions.

Plan and execute complex changes, maintenance, and upgrades with risk assessment, testing, rollback, and post-change validation under approved change controls.

Implement approved designs, office deployments, VPN solutions, and network refreshes. Partner with architecture and delivery teams to ensure resiliency, observability, supportability, and readiness for ongoing operations.

Support client onboarding, offboarding, and service transitions by validating inventory, access, monitoring, documentation, and support ownership.

Enable shift-left by developing tested runbooks and mentoring colleagues to handle routine work safely, with appropriate access, training, rollback steps, escalation guidance, and outcome checks.

Identify automation opportunities and work with development teams on requirements, acceptance testing, adoption, and measurable benefits. Use approved AI tools for troubleshooting, documentation, and scripting with human review and client-data protection.

Contribute recommendations to service reviews and deliver planned reliability improvements that reduce repeat incidents, manual effort, change failures, and network risk.

Position Requirements

Bachelor’s degree in a related field or an equivalent combination of education and relevant experience.

At least 8 years of network support and project delivery experience, including complex troubleshooting, controlled changes, and reliability improvement.

Strong experience applying ITIL best practices for incident management, change enablement, and problem management.

Expert level technical certifications such as CCIE or training equivalent.

Hands-on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto, and FortiGate networking equipment.

Working experience with Palo Alto Panorama for centralized firewall policy management, change implementation, and troubleshooting.

Advanced troubleshooting across routing, switching, wireless, firewalls, VPNs (GlobalProtect and AnyConnect), certificates, and network performance.

Strong understanding of networking protocols, security principles, and best practices

Experience delivering network changes and approved designs, including risk assessment, testing, rollback, and transition to support.

Clear written and verbal communication, strong client-service skills, and the ability to explain technical issues and manage expectations.

Ability to write tested runbooks, mentor colleagues, and collaborate across global engineering and service teams.

Self-motivated, adaptable, and able to prioritize competing demands in a fast-paced team environment.

Strong analytical skills and attention to detail in root cause investigation, network assessments, and risk prioritization.

Practical experience with ServiceNow for incident, problem, change, and request management, plus network monitoring and observability, scripting or workflow automation, and acceptance testing; ability to validate AI-assisted work and protect client data.

Bonus points if you have:

FortiGate certification

Experience with automation and infrastructure-as-code tools such as Ansible, Rundeck, and Terraform

Experience with LogicMonitor monitoring and Microsoft Azure networking or cloud infrastructure

Experience with Managed Service Providers (MSP)

Financial Services Industry experience

Working Conditions

Ability to work in an independent environment with moderate supervision

Ability to work under a moderate noise level (i.e. working on an open floor with printers, telephones, and computers)

Occasional schedule adjustments or additional hours may be required for planned maintenance, project delivery, or service incidents, depending on local coverage arrangements.

Ability to travel for business when necessary.

Ability to be flexible and successfully respond to multiple work pressures

Sitting for extended periods of time

Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components

About ECI

ECI is a leading provider in the financial industry of cloud and technical solutions. With over 25 years in business, ECI has upheld a reputation of developing top-tier industry technologists by allowing them to work in fast-paced and dynamic environments. Focusing on a “promote from within” culture allows our team to grow both personally and professionally. 

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 the range for this role is a maximum of $130,000 annually (depending on experience & location), plus variable with flexible PTO, health benefit eligibility the first of the month, life insurance, pet insurance, 401K 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!!