Service Assurance Tier1/2 Engineer

Bangalore, Karnataka
Permanent
Full-time

28 days ago

Job Description:OverviewWe're 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.
ResponsibilitiesMonitor 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
RequirementsBasic 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.Bachelor's degree in Computer Science, Information Technology, or related field.Certification in CCNA or SD-WAN Foundation is desirable.1–3 years of network operations

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