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
