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
Skilled 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
📌 SDWAN Service Assurance/3 Engineer (India)
🏢 Prodapt
📍 India