SDWAN Service Assurance L2/3 Engineer

Overview

The Service Assurance L3 Engineer is the technical Subject Matter Expert (SME) responsible for handling complex, major, and recurring incidents across network, SD-WAN, and security platforms. The role drives deep technical troubleshooting, root cause analysis, and long-term service stability.

L3 engineers lead major incidents and collaborate with Engineering, vendors, and product teams to implement permanent fixes and service improvements.

Responsibilities

• Major Incident & Advanced Troubleshooting

  • Lead major incident bridges and act as technical authority
  • Perform deep-dive troubleshooting across:
  • Cisco & Juniper routing/MPLS backbone
  • VeloCloud SD-WAN control and data plane
  • Palo Alto and Fortinet firewall policies and integrations
  • Drive incidents to permanent resolution, not just restoration

  Root Cause & Problem Management

  • Produce detailed Root Cause Analysis (RCA)
  • Identify recurring issues and systemic gaps
  • Recommend and implement preventive and optimization actions

  Engineering & Optimization Support

  • Support network optimization, performance tuning, and capacity planning
  • Enhance monitoring, alerting, and automation
  • Define and maintain SOPs, runbooks, and best practices

  Collaboration & Leadership

  • Work closely with Engineering / Vendors / Carriers
  • Mentor L1 and L2 engineers
  • Support large-scale deployments, migrations, and SD-WAN transformations

Requirements

• Technical Skills & Requirements

  • Expert-level knowledge of:
  • Cisco & Juniper routing, MPLS, BGP, IGP, QoS
  • VMware VeloCloud SD-WAN architecture
  • Palo Alto & Fortinet NGFW
  • Strong understanding of SASE, Zscaler, and cloud integrations – desirable
  • Advanced troubleshooting across core, edge, and underlay networks
  • Automation and scripting (Python, APIs, Ansible) – strong advantage

  Professional Skills

  • Strong leadership during high-impact outages
  • Excellent customer and stakeholder communication
  • Strong analytical, documentation, and presentation skills
  • Ability to influence decisions across teams

  Education & Certifications

  • Bachelor’s degree in Engineering / IT / ECE, or equivalent
  • CCNP / JNCIP – mandatory
  • PCNSE / NSE / VeloCloud / SD-WAN certifications – preferred

  Work Schedule

  • 24x7 shift operations, on-call support for major incidents