SDWAN Service Assurance L2/3 Engineer

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.

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 Professional 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 & Certifications Bachelor’s degree in Engineering / IT / ECE, or equivalent CCNP / JNCIP – mandatory PCNSE / NSE / VeloCloud / SD-WAN certifications – preferred Work Schedule 24x7 shift operations, on-call support for major incidents