Manager, Network Services

Job Description:
The Manager, Network Services leads people, capacity, and service outcomes for a Regional Reliability Pod within a unified, 24x7 follow-the-sun organization spanning APAC, EMEA, and AMER, while owning an assigned global process. Partnering with Shift Leads and Principal Engineers, the Manager improves reliability, change quality, and operational efficiency through consistent practices, safe shift-left, automation, and human-reviewed AI adoption.
What you will do:

• Lead hiring, onboarding, performance management, skills development, succession, and engagement. Support distinct technical, shift-leadership, and people-management career paths.• Own staffing, scheduling, leave approval, and skill-based capacity to maintain 24x7 coverage and evidence-based regional handoffs. Protect Senior and Principal Engineer improvement capacity; reallocation requires Director approval.• Own the assigned global process across pods, ensuring consistent standards, runbooks, change controls, escalation procedures, and accurate work records. Retain people-management decisions; Shift Leads own real-time priorities, assignment, triage, technical coordination, and operational coaching.• Manage service and executive escalations, secure resources, and track recovery and corrective actions. Support Shift Lead technical restoration; Major Incident Management retains enterprise coordination and communication cadence, with CTM/CRM account support.• Provide validated network risks, evidence, and remediation recommendations to client governance. Client Technology Managers retain cross-domain roadmap ownership, Client Relationship Managers relationship and commercial coordination, and Managing Directors business escalation accountability.• Enable safe shift-left through tested runbooks, role-based access, verified skills, stop conditions, rollback, and escalation triggers. Monitor outcomes and return unstable transfers for rework.• Drive evidence-based problem investigation and verified permanent fixes. Eliminate, automate, or shift left repetitive work; retain unresolved opportunities on the improvement backlog with documented rationale.• Ensure named automation ownership for priorities, requirements, acceptance testing, adoption, and measured value. DevOps/tools retains solution engineering, code quality, release, platform support, and maintainability.• Own monitoring coverage, telemetry quality, alert effectiveness, and reliable device data with platform owners. Define operational-readiness requirements and coordinate transitions with Service Desk, Security, suppliers, and Enterprise Service Management within agreed boundaries.• Deliver twice-yearly client assessments, risk validation, and remediation intake under global assurance standards and independent quality controls. Require proven ELLA IQ readiness and adequate capacity before migrating work; maintain manual fallback where needed.• Use service reviews and reliability governance to drive accountable improvement in SLA/SLO attainment, restoration, recurrence, change and handoff quality, assessment delivery, and remediation. Track scalability through escalations versus demand, senior engineering effort, toil, automation adoption, and net hours saved.• Embed approved AI in troubleshooting, documentation, RCA, and communication with human validation and client-data safeguards. Ensure timely, professional client content is reviewed before release, production actions receive required approvals, and security and phishing awareness remain current. Who you are:
• Minimum 4 years of consulting experience in IT services, with demonstrated people leadership, workforce planning, coaching, and service-outcome accountability.• BS Degree in CS, IS or similar• Cisco/TCP/IP knowledge and advanced knowledge of routing, switching and troubleshooting • Experience in a 24x7 managed network-services environment, including follow-the-sun coverage, regional handoffs, and coordination across operational and engineering roles.• CCNA required, CCNP preferred• ITIL-aligned incident, problem, change, knowledge, and continual improvement experience across global teams and enterprise ownership boundaries.• Experience with Palo Alto, Fortinet, Cisco, and Meraki • Experience with Servers, routers, switches, hubs, firewalls and networking equipment • Understanding of Virtual Private Networks • Clear executive, client, and technical communication grounded in evidence, risks, and actionable recommendations.• Ability to lead organizational change and collaborate across regional, technical, account, security, service-management, and platform teams.• Evidence-based prioritization and capacity planning using reliability, demand, recurring-work, and improvement measures.• Wireless Networking• Hands-on experience with dynamic routing protocols, including BGP and OSPF.• Documentation and Visio proficiency; experience governing runbooks, skills validation, and safe shift-left.• Experience with ServiceNow, monitoring and observability platforms, and automation platforms such as Rundeck and Ansible. Proficiency in operational reporting, evidence and backlog quality, SNMP troubleshooting, alert optimization, and governed workflow and configuration automation.• • Understanding of automation product ownership, acceptance testing, adoption, and value measurement; ability to partner with platform engineers and apply AI with human review and data safeguards.• Ability to oversee assessment quality, compliance exceptions, risk prioritization, and remediation under a governed assurance method, with vigilance for ECI and client security risks. 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 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!

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