SDWAN Service Assurance L2 Engineer

Overview

The Service Assurance L2 Engineer provides advanced operational support for enterprise and Managed SD-WAN services. The role focuses on incident triage, fault isolation, and service restoration across routing, switching, SD-WAN, and security platforms, ensuring SLA adherence and service stability.

L2 engineers own incidents escalated from L1 and work closely with L3, Engineering, vendors, and carriers to restore services efficiently.

Responsibilities

• Incident Management & Operations

  • Perform advanced incident triage and troubleshooting for network and SD-WAN services
  • Own incidents from L1 escalation to resolution or L3 handoff
  • Monitor and correlate alarms using NMS/EMS/OSS tools
  • Ensure timely customer and stakeholder communication per Service Assurance standards

  Technical Troubleshooting

  • Troubleshoot LAN/WAN, MPLS, BGP, IGP, QoS, L2/L3 VPNs
  • Support SD-WAN overlay and underlay troubleshooting (VeloCloud)
  • Troubleshoot firewall and security policies on:
  • Palo Alto
  • Fortinet
  • Validate and test circuits:
  • Ethernet, DIA, MPLS, Broadband, LTE
  • Access and troubleshoot Cisco and Juniper routers/switches

  Escalation & Coordination

  • Participate in technical bridges and vendor escalations
  • Provide clear technical handover to L3 for complex issues
  • Validate service restoration and perform post-fix checks
  •  

Requirements

• Technical Skills & Requirements

  • Strong experience in Service Assurance / NOC operations
  • Hands-on experience with:
  • Cisco & Juniper routing and switching
  • VMware VeloCloud SD-WAN
  • Palo Alto and Fortinet firewalls
  • Solid understanding of:
  • MPLS, BGP, OSPF/IS-IS, QoS
  • Experience with incident, change, and problem management tools
  • Basic scripting or automation knowledge – advantage

  Professional Skills

  • Strong communication and coordination skills
  • Ability to work under pressure in high-severity incidents
  • Detail-oriented with strong documentation practices
  • Team player with process discipline

  Education & Certifications

  • Bachelor’s degree in Engineering / IT / ECE, or equivalent
  • CCNP / equivalent – mandatory
  • PCNSA / NSE / equivalent – preferred

  Work Schedule

  • 24x7 shift operations, including nights, weekends, and holidays