SDWAN Service Assurance L2/3 Engineer

Job description

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 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