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
System Monitoring Engineer to join our Network Operations Center (NOC) team. This role is responsible for 24x7 system and infrastructure monitoring, initial troubleshooting, and incident management for our global client base.
As part of the NOC team, you will serve as the first line of operational defense, ensuring system health, validating alerts, and responding to incidents in accordance with defined SLAs, procedures, and escalation paths.
This is an
onsite role supporting a 24x7x365 NOC environment.
What you will do:
- Monitor enterprise infrastructure using centralized monitoring tools and proactively identify system health issues.
- Validate, acknowledge, and triage alerts related to servers, applications, services, virtualization platforms, and cloud workloads.
- Resolve Level 1 and Level 2 system incidents and service requests within defined SLAs.
- Perform initial troubleshooting, root cause isolation, and impact assessment for system‑related alerts and events.
- Monitor Windows and Linux servers, including service status, disk utilization, CPU/memory thresholds, and log reviews.
- Perform basic Active Directory tasks such as user/group validations, service account checks, and GPO verification as part of incident triage.
- Support virtualized environments (VMware / Hyper‑V / Azure) at the guest OS level.
- Create, update, and maintain detailed incident documentation within ServiceNow, ensuring accurate timelines and resolution notes.
- Follow established Incident, escalation, and change management processes, including maintenance activities such as reboots and disk expansions (with approvals).
- Communicate effectively with internal teams including CTMs, Cloud, Security, and Network teams, escalating issues when required.
- Escalate issues following the SOPs, Client escalation procedures.
- Participate in shift handovers, KT sessions, and continuous service improvement initiatives within NOC.
- Maintain high standards of operational discipline, documentation quality, and customer focus.
- Backlog management and creating Knowledge Base articles for the team.
Who you are:
- Bachelor's degree in information technology, Computer Science, or a related field.
- 3+ years of experience in system monitoring, NOC operations, or managed services environments.
- Strong troubleshooting and analytical skills with the ability to quickly assess and prioritize incidents.
- Comfortable working in a 24x7 monitoring and shift‑based environment.
- Experience supporting Windows and Linux systems in enterprise environments.
- Familiar with monitoring concepts such as thresholds, alert correlation, false positive analysis, and alert tuning.
- Hands‑on experience with ticketing tools (preferably ServiceNow) and incident lifecycle management.
- Good verbal and written communication skills, including customer‑facing updates and internal documentation.
- Strong attention to detail and ability to follow defined procedures and runbooks.
- Experience with monitoring tools such as LogicMonitor, ServiceNow Monitoring, SolarWinds, RMM, or similar platforms.
- Understanding server technologies including storage (RAID, disk volumes), virtualization, and OS‑level services.
- Basic familiarity with cloud environments (Azure/AWS) from a monitoring and operational support perspective.
- Knowledge of common protocols and services monitored in enterprise environments (SNMP, WMI, LDAP).
- Experience working in a Managed Service Provider (MSP) or NOC environment.
- Ability to multitask and prioritize effectively in high‑alert or incident scenarios.
- Strong collaboration skills and a continuous improvement mindset.
- Exposure to ITIL‑based processes for Incident, Change, and Problem Management.
- Willingness to learn and work in advance NOC Skills such as Networking - Routing, switching and Firewall management.
Bonus points if you have:
- Experience with Managed Service Providers (MSP).
- Experience in ServiceNow Tool.
- Experience with Monitoring Tools (LogicMonitor, Connectwise Automate, RMM, SolarWinds)
- Knowledge of various protocol-based implementations: DNS, Mail, AD Replication, IP
- CCNA R&S certification or Trained.
- Windows Server Hybrid Administrator Associate (AZ-800/801) for infrastructure, Azure Administrator Associate (AZ-104) certification or trained.
- Master's in computers/IT.
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!
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