Client Technology Manager
New York, NY

Job Description

Position Summary

The Client Technology Manager (CTM) is the virtual Head of IT for a select number of our clients. The role consists of hands on technical work, management of a small team of engineers, acting as the ultimate point of escalation for our Engineers and ownership of the clients' technology solutions. The Client technology infrastructures can range from simple to complex on premise installations as well as ECI's own Cloud based multi-tenant environment. He/she is responsible for high level technology consulting and support that meet the demands and expectations of our clients.

The CTM has oversight of build outs, support and maintenance as well as upgrades. On a daily basis he/she is responsible for: technology infrastructure design/augmentation, review of support incidents, server troubleshooting, hardware/software installation and upgrades, new infrastructure build outs and relocations high level ticket troubleshooting and delivering performance feedback.

Position Responsibilities:

Manages Client Site Technology

* Responsible for the build-out, support, on-going maintenance and upgrades of the entire client infrastructure(s) including on premise and cloud-based solutions.
* Acts as technical escalation for engineers
* Acts as technical Project Manager for new and existing client projects
* Identifies areas to improve clients' technical environment and makes recommendations to the clients
* Reviews and contributes to improving new process, procedures or new product roll outs
* Both hands-on and hands-off support and maintenance includes but is not limited to Active Directory, Exchange, BES, Citrix XenApp/Server/Desktop, RSA, as well as Cisco switches, Cisco firewalls, SAN & NAS technologies, VMWare.
* Participates in Global Technology meetings with peers.
* Participates in developing and maintaining ECI Standards.
* Produces reports and reviews engineer utilization numbers each week

Technical Requirements:

* Advanced Knowledge of Microsoft Windows Server 2003/2008/2012, Active Directory and Exchange 2003/2007/2010
* Microsoft SQL Server 2005, 2008
* Familiar with hosted and cloud-based architectures.
* Citrix Metaframe 4.5 through XenApp 6.0
* Enterprise and Hosted Spam filtering technologies.
* Strong Understanding of networking concepts, TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls
* Deploying Enterprise level networks with Cisco ASA firewalls, and Catalyst switches
* Dell PowerEdge and HP Proliant server configuration and deployment
* Data Backup and Recovery with Symantec Backup Exec or similar enterprise backup software
* Symantec Antivirus or similar Enterprise Antivirus software
* Experience with Linux or Solaris
* Scripting knowledge (PowerShell, VB, Batch, WSH)
* Familiar with Storage Area Networks (Netapp, EMC) and Virtualization (VMWare, XenServer Hyper-V)

Role Competency Requirements:

* Technical Skills
* Understands specialty equipment
* Keep knowledge up-to-date
* Is a technical resource for others
* Follows technology practices and standards


* Decision Making/Judgment
* Recognizes problems and responds
* Systematically gathers information
* Sorts through complex issues
* Seeks input from others
* Addresses root cause of issues
* Makes timely decisions
* Can make difficult decisions
* Uses consensus when possible
* Negotiates effectively


* People Management
* Defines roles and responsibilities
* Motivates and challenges employees
* Delegates effectively
* Rewards contributions
* Manages collaboratively


* People Development
* Provides feedback and coaching
* Rewards hard work and risk taking
* Takes mentoring role
* Challenges and develops employees
* Accepts mistakes



Position Requirements

* BA/BS degree in the field of Computer Science or equivalent field and/or 5+ years of experience with a minimum of 3 years of end user support
* Exceptional written and oral communication skills
* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
* Strong documentation skills
* Ability to absorb and retain information quickly
* Ability to present ideas in user-friendly language
* Highly self-motivated and directed
* Sharp attention to detail
* Ability to provide complex problem-solving
* Capable of Multitasking in a high pace environment, effectively and efficiently
* Exceptional customer service orientation
* Ability to demonstrate client sensitivity
* Experience working in a team-oriented, collaborative environment
* Outstanding client services skills
* Ability to effectively prioritize and execute tasks in a high-pressure environment
* Ability to interface with high profile financial industry clients on a daily basis
* Certifications with any of the technical requirements listed below strongly preferred

Work Conditions:

* Ability to work in an independent environment
* Ability to work under a moderate noise level (i.e. working on an open floor with printers, telephones, and computers)
* Ability to travel (infrequently) for business and work beyond normal business hours when necessary
* Willing to work extra hours as needed (including late nights and weekends
* Ability to be flexible and successfully respond to multiple work pressures
* Sitting for extended periods of time
* Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
* Lifting and transporting of moderately heavy objects, such as computers and peripherals

We offer competitive salaries and our generous benefits package includes health and dental insurance at great employee rates, life insurance, short/long term disability, paid time off and holidays, a 401K plan and performance incentives. Come work for the leader in cutting edge technology and see for yourself how we value our clients and employees alike.

ECI is an equal opportunity employer. In accordance with anti-discrimination laws, ECI prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. ECI conforms to the spirit as well as to the letter of all applicable laws and regulations.