SDWAN Service Assurance L2 Engineer

Job description

**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 **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 Professional 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 - 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