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:
