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
Solid 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 eq
📌 SDWAN Service AssuranceEngineer (India)
🏢 Prodapt
📍 India