Service Assurance Tier1 2 Engineer

Overview

Were seeking an experienced SD-WAN Service Assurance Engineer (Tier 1/2) to drive operational excellence in global network environments. The ideal candidate will bring deep expertise in architecture, deployment, and troubleshooting of complex SD-WAN and SASE solutions, while serving as a technical lead and escalation point across multiple technologies and transport layers.

Responsibilities

• Monitor SD-WAN infrastructure using network tools and dashboards to detect faults, alarms, or performance issues.
• Acknowledge and triage incidents based on severity, impact, and priority, ensuring proper documentation and escalation.
• Follow SOPs and runbooks to provide initial diagnosis, log details accurately, and escalate unresolved issues to Tier 2/3 teams.
• Coordinate with vendors and internal stakeholders to ensure timely fault resolution.
• Support scheduled maintenance activities by performing health checks and validating network status before/after execution.
• Maintain real-time ticket hygiene and ensure adherence to service-level objectives.
• Identify recurring alerts and assist in first-level analysis to improve service stability.
• Document known issues and troubleshooting steps into a knowledge base to support continuous improvement
  
  
  

• Basic understanding of SD-WAN technologies and networking fundamentals (IP, routing, VPN, latency, etc.).
• Familiarity with monitoring platforms, ticketing systems, and incident response protocols.
• Strong attention to detail, communication skills, and ability to work in a shift-based 24/7 environment.
• Exposure to platforms like Cisco Viptela, Versa, Fortinet, or Velocloud is a plus.
• Ability to remain calm during high-priority events and coordinate effectively across teams.
• Bachelors degree in Computer Science, Information Technology, or related field.
• Certification in CCNA or SD-WAN Foundation is desirable.
• 1-3 years of network operations