Senior Network Escalation Engineer

ECI; Bengaluru; Hybrid; INR 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Unlimited PTO

Health benefit eligibility

401K with employer match

Pet insurance

Job summary

ECI is seeking an experienced Senior Network Escalation Engineer to join our Managed Services team in a fast-paced global environment. The role covers 24x7 monitoring, troubleshooting Cisco, Palo Alto, Fortinet, and related networking gear, and coordinating with cross-functional teams.

This hybrid role requires 12+ years in network support, CCIE or equivalent, and strong communication for client-facing engagements in a dynamic service delivery setting.

Qualifications

• Bachelor’s degree or equivalent in related field.
• 12+ years in network support and delivering network projects.
• CCIE or equivalent advanced certification.
• Hands-on with Cisco Meraki, Cisco ISR/Catalyst, Palo Alto, SonicWall and FortiGate devices.

Responsibilities

• Provide global customer support for network issues and service requests.
• Troubleshoot and resolve complex routing, switching, VPN, wireless, and security issues.
• Coordinate with teams/external parties to resolve cases requiring specialized expertise.
• Lead network design and scope of work for client projects; ensure timely delivery.
• Participate in weekly client calls and onboarding/offboarding activities.

Skills

CCIE certification

12+ years network exp

Cisco Meraki

Palo Alto

Fortinet

VPN (GlobalProtect/AnyConnect)

Network troubleshooting

Customer support

Network security

Project oversight

Education

Bachelor’s Degree

Tools

Cisco ISR

Catalyst switches

FortiGate

SonicWall

Job description

About ECI

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, Senior Network Escalation Engineer to join our team. The Senior Network Escalation Engineer will be part of the Managed Services team that provides 24x7 monitoring, operations, and support services. The successful candidate should be a self-starter, who will proactively find and address issues. The candidate will be delivering technical support and consultation to our clients in the financial services, life sciences, legal and manufacturing verticals just to mention a few. The individual must be comfortable working in a very fast paced, busy environment in the rapidly growing monitoring & managed services industry.

This is a Hybrid role working rotating shifts (morning, afternoon, and night) which change every month. Seeking qualified candidates who are immediate joiners or within 30 to 60 days.

What you will do

• Provide customer support to clients located across the globe.
• Troubleshoot/resolve complex issues and handle service requests for clients related to Cisco routing and switching infrastructure, Cisco Meraki and legacy wireless infrastructure, Palo Alto technologies, Cisco, SonicWall, and Fortinet firewalls.
• Collaborate with relevant teams, departments, or external parties to resolve cases that require specialized
• Focus on customer satisfaction by providing excellent service, addressing concerns promptly, and seeking feedback on the resolution process.
• Evaluate customer’s network and perform Network and Vulnerability assessment and remediation.
• Prepare change scripts and perform changes on client network infrastructure.
• Undertake network projects such as turning up a new client office infrastructure, setting up remote access VPNs and site to site VPNs on large scale, handling network refresh projects, etc., and strive to deliver within the deadline.
• Take part in remote client onboarding and offboarding processes, ensuring seamless transitions and setup.
• Engage proactively with clients to comprehend their unique network requisites and collaboratively engineer tailored solutions that align with their goals.
• Lead and drive network design strategies while meticulously outlining scope of work for client projects, ensuring precision and clarity.
• Participate in weekly calls with various clients related to project work or general task work.

Who you are

• Bachelor’s Degree in related field or equivalent combination of education
• Must have at least 12 years of experience in network support and delivering network projects.
• Expert level technical certifications such as CCIE or training equivalent.
• Hands‑on experience with Cisco Meraki, Cisco ISR and Catalyst switches, Palo Alto, SonicWall, and FortiGate networking equipment.
• Proven experience in troubleshooting and resolving complex network issues in technologies related to routing, switching, VPN (GlobalProtect and AnyConnect), wireless, certificates, network slowness, etc.
• Strong understanding of networking protocols, security principles, and best practices
• Experience in planning, executing, and overseeing network projects from initiation to completion.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to diverse audiences.
• Customer service experience with a focus on building and maintaining positive relationships.
• Soft skills such as teamwork, adaptability, and problem‑solving.
• Exceptional interpersonal skills, with a focus on rapport‑building and managing expectations.
• Highly self‑motivated and directed, in a fast‑paced team environment.
• Sharp attention to detail with proven analytical and critical thinking skills
• Effective time management and excellent prioritization skills

Bonus points if you have

• FortiGate certification
• Experience with Managed Service Providers (MSP)
• Financial Services Industry experience

ECI’s culture

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!

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

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!