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
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Perform advanced incident triage and troubleshooting for network and SD-WAN services
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Own incidents from L1 escalation to resolution or L3 handoff
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Monitor and correlate alarms using NMS/EMS/OSS tools
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Ensure timely customer and stakeholder communication per Service Assurance standards
Technical Troubleshooting
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Troubleshoot LAN/WAN, MPLS, BGP, IGP, QoS, L2/L3 VPNs
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Support SD-WAN overlay and underlay troubleshooting (VeloCloud)
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Troubleshoot firewall and security policies on:
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Validate and test circuits:
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Ethernet, DIA, MPLS, Broadband, LTE
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Access and troubleshoot Cisco and Juniper routers/switches
Escalation & Coordination
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Participate in technical bridges and vendor escalations
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Provide clear technical handover to L3 for complex issues
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Validate service restoration and perform post-fix checks
Requirements:
