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

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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

Qualified 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

- Bachelors degree in Engineering / IT / ECE, or equivalent
- CCNP / equivalent mandatory
- PCNSA / NSE / equivalent preferred

Work Schedule

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

📌 SDWAN Service AssuranceEngineer (Hyderabad)
🏢 Prodapt Solutions
📍 Hyderabad