Systems Escalation Shift Lead

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:

The SST Shift Lead is responsible for overseeing the day-to-day operations of the SST Escalation team during their assigned shift. This role ensures seamless service delivery, effective incident management, and coordination across shifts to maintain 24x7 support coverage for ESS/EMCS/AMS customers.

This is an onsite role.

What you will do:

Shift Management & Handover

• Lead and coordinate shift activities, ensuring timely resolution of P1/P2 incidents during off-business hours.
• Conduct structured shift handover meetings and ensure accurate documentation in the ServiceNow Handover Dashboard.
• Review open cases and ensure no backlog or unattended incidents remain at shift end.
  
  

Incident & Escalation Handling

• Act as the primary escalation point for complex or unresolved technical issues.
• Ensure proper triaging and assignment of incidents to appropriate resolver groups.
• Collaborate with the Service Desk and other support teams for seamless escalation and resolution workflows.
  
  

Team Oversight & Performance

• Monitor team performance metrics including SLA adherence, backlog aging, and shift handover success rates.
• Provide guidance and mentorship to shift engineers, ensuring adherence to operational standards and policies.
• Support onboarding of new team members and facilitate knowledge transfer sessions.
  
  

Process Improvement & Reporting

• Identify and implement process improvements in collaboration with SNOW and Problem Management teams.
• Participate in weekly sync calls to review open issues, SLA breaches, and improvement areas.
• Maintain visibility into shift-level KPIs and contribute to continuous service enhancement.
  
  

Communication & Collaboration

• Ensure timely and clear communication with stakeholders via Teams, email, and ServiceNow.
• Coordinate with cross-functional teams (e.g., NOC, NST, Voice) for incident resolution and project support.
  
  

Technical Skills & Requirements

• Windows Server Administration: Expertise in Active Directory, Group Policy, DNS/DHCP, DFS, patching, and performance tuning.
• VMware: Proficient in vSphere, ESXi, vCenter, VM lifecycle management, and troubleshooting.
• Azure Virtual Desktop (AVD): Experience with deployment, scaling, session host pools, FSLogix, and user profile management.
• Citrix XenApp/XenDesktop: Experience in managing Citrix environments including delivery controllers, machine catalogs, application publishing, user profile management, and troubleshooting session issues. Familiarity with Citrix Studio, Director, and StoreFront.
• Exchange Online: Skilled in mailbox provisioning, hybrid configurations, mail flow diagnostics, and retention policies.
• Office 365: Hands-on with Exchange Online, Teams, OneDrive, SharePoint, and Microsoft 365 Admin Center. Should have hands on experience on AutoPilot.
• Azure: Knowledge of Azure AD, virtual machines, networking, monitoring, RBAC, and security best practices.
• SharePoint Online: Understanding of site collections, permissions, document libraries, and integration with Microsoft Teams.
• PowerShell (Mandatory): Strong scripting skills for automation, reporting, and system administration tasks.
• Linux (Good to Have): Basic command-line operations, log analysis, and familiarity with distributions like Ubuntu or CentOS.
• SQL (Good to Have): Ability to write and optimize SQL queries for data extraction, reporting, and troubleshooting. Familiarity with relational database concepts and experience using SQL for operational insights and incident analysis.
  
  

Qualifications

• 10–15 years of experience in IT infrastructure support, with at least 1 year in a lead or supervisory role.
• Proficiency in ServiceNow for incident and task management.
• Excellent communication and leadership skills.
• Ability to work in a 24x7 rotational shift environment.
• ITIL Foundation Certification (preferred).
  
  

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!

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

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