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

SDWAN Service Assurance L2/3 Engineer