Senior Network Escalation Engineer

ECI•New York, NY

1d•$130,000•Onsite

About The Position

ECI is a global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations. The Senior Network Escalation Engineer works within a global team managing client network infrastructure as part of an integrated service spanning observability, operations, architecture, and resiliency. The role resolves complex incidents, delivers network changes, investigates recurring problems, and improves reliability through automation, assessment, and knowledge sharing. The engineer collaborates with engineering, architecture, security, and service teams to prevent issues, strengthen operational readiness, and help colleagues safely handle routine work. This is an onsite position on 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. Occasional schedule adjustments or additional hours may be needed for planned maintenance, project delivery, or service incidents, depending on local coverage arrangements. Business travel may be required.

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 equivalent training.
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 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 and adaptable, with the ability 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.
Ability to work independently with moderate supervision, respond flexibly to multiple work pressures, and travel for business when necessary.
Ability to work under a moderate noise level and sit for extended periods.
Dexterity of hands and fingers to operate a computer keyboard, mouse, and power tools, and handle other computer components.

Nice To Haves

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.

Responsibilities

Support global service coverage through clear handoffs that document 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, 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, partnering 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.
Develop tested runbooks and mentor 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.