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 explicit 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
Solid 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

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