Manager, Network Engineering & Services

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 an experienced, Manager, Network Engineering & Services to join our London team.  In this role, you will lead a team of network engineers responsible for 24x7 operations, and incident resolution across our managed client environments. This leader will ensure consistent execution of operational standards, drive proactive service improvements, and foster a high-performance team culture. A strong balance of technical expertise, people management, and client-focused service delivery is required. This role is pivotal in mentoring engineers, driving KPIs, and delivering strategic value to clients.

This is a hybrid role with a strong preference for candidates to be based in the London area.

What you will do:

- Lead, mentor, and develop the Network Services team; establish performance goals and conduct regular feedback and development sessions.

- Manage staffing schedules, PTO, shift rotations, and on-call coverage to ensure 24x7 support coverage and optimal resource utilization.

- Promote a culture of accountability, ownership, continuous improvement, and service excellence.

- Drive career development plans and individual learning paths aligned to business needs and team member aspirations.

Operational Oversight

- Provide real-time oversight of all shifts ensuring adherence to escalation protocols, documentation standards, and service KPIs.

- Oversee and optimize shift turnovers, documentation quality, ticket hygiene, and SLA adherence.

- Serve as the point of escalation for client-impacting issues, ensuring timely communication and resolution.

Client Engagement & Service Excellence

- Act as a trusted advisor to Managed Services clients, supporting implementations, escalations, and ongoing network support needs.

- Foster relationships with key stakeholders to drive proactive service delivery and client satisfaction.

- Conduct client-facing service reviews, RCA follow-ups, and continual improvement initiatives.

Process & Quality Management

- Own and refine engineer onboarding, training, and documentation standards.

- Perform regular quality assurance checks on tickets, client communications, and resolution protocols.

- Maintain and report on KPIs including MTTR, SLA compliance, backlog health, and client satisfaction.

Technology & Tools

- Oversee the performance and configuration of monitoring and management systems (e.g., SNMP, RMM, SolarWinds).

- Ensure engineering teams are proficient with routing, switching, firewalls, wireless, VPNs, and core connectivity.

- Champion tool adoption and automation opportunities to improve efficiency and visibility.

Who you are:

- 10+ years of progressive IT/network operations experience, including 3+ years in a leadership or supervisory role.

- Bachelor's degree in Computer Science, Information Systems, or equivalent.

- Proven experience in a Network Operations Center (NOC) or MSP environment.

- Strong people leadership and team-building capabilities.

- Advanced knowledge of Cisco networking, routing, switching, and firewall technologies.

- Certifications: PCNSE, CCNA required, CCNP or equivalent preferred.

- Familiarity with ITIL frameworks and incident/change processes.

Bonus points if you have:

- Experience with Palo Alto, Meraki, Riverbed, routing & switching and wireless infrastructure.

- Knowledge of BGP, MPLS, VPNs, and internet transport technologies.

- Proficiency with ticketing and ITSM systems such as ConnectWise or ServiceNow.

- Experience with monitoring platforms and automated alerting.

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’d be a great fit and are ready for your best job ever, we’d like to hear from you!

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

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