Network Engineer

Job Title: Network Assurance Engineer/Specialist (L2L3) & Network Assurance Lead

Role Overview

The Network Assurance function is responsible for 24/7 operational support incident management escalation handling and continuous improvement of enterprise and serviceprovider network environments. Roles span from entrylevel monitoring and support (L0) through advanced troubleshooting design authority (L3) and operational leadership (Lead).

Role Levels & Experience

Core Responsibilities (Applicable Across All Levels)

Monitor manage & resolve network incidents problems changes ensuring SLA/KPI compliance.

Own incident lifecycle from detection to resolution including documentation and knowledge updates.

Perform escalation management coordinating with internal teams vendors and partners.

Ensure adherence to customer SLAs and deliver high-quality customer experience.

Operate in a 24/7 support environment providing businesshours onsite and ondemand remote escalation.

Use ITSM monitoring and observability tools for event management troubleshooting and reporting.

Maintain strong documentation communication and collaboration across global stakeholders.

LevelSpecific Responsibilities

L2 Network Assurance Specialist

• Should own the incident and work with Network/Function Lead and other teams to completely resolve the issues and document the procedures.
  
• Overview all the incidents problems Changes in Network track and ensure all SLAs/KPIs are met.
  
• Adherence to customer SLA and End customer Experience.
  
• Act as escalation point for complex network incidents and recurring issues.
  
• Perform advanced troubleshooting and root cause analysis.
  
• Support problem management new project rollouts and service acceptance.
  
• Provide designlevel understanding to improve operational stability.
  
• Mentor L0/L1 engineers and improve operational processes.
  
• Perform systematic troubleshooting of routing switching wireless SDWAN DDI WAN optimization and 4G/5G
  

L3 Senior Network Specialist

• Serve as technical authority and final escalation point for critical network issues.
  
• Lead design and architecture decisions for enterprise and cloudbased networks.
  
• Drive incident problem and change governance ensuring SLA/KPI compliance.
  
• Perform complex troubleshooting across WAN SDWAN wireless and security domains and deep root cause analysis
  
• Problem Management New project roll out and acceptance Advanced troubleshooting
  

• The role is focused on the break-fix support operational platform lifecycle management and Escalation management
  
• Adherence to customer SLA and End customer Experience.
  

• Mentor engineering teams and lead major incident resolutions.
  
• Support lifecycle management upgrades migrations and new capability introduction.
  

Network Assurance Lead

Lead and manage multitier Assurance teams (L2L3).

Drive operational transformation automation continuous improvement innovation and service excellence.

Define and own SLA frameworks escalation models and KPI governance.

Own customer satisfaction contractual compliance and financial performance.

Lead problem management advanced troubleshooting and new capability rollout.

Monitor fault queues manage client expectations and escalate critical issues as needed

Manage vendors licensing rosters staffing certifications and succession planning.

Ensure compliance with ITIL change management and security frameworks.

Act as senior stakeholder interface for customers vendors and internal leadership.

• Integrate Assurance Activation and Project Delivery into a unified model.
  

Technical Skills (Depth Increases by Level)

• Routing & Switching: BGP OSPF EIGRP VLANs STP VPN IPsec
  
• WAN & SDWAN: Cisco Viptela Meraki Fortinet WAN optimization 4G/5G connectivity
  
• Wireless: Cisco / Aruba WLAN wireless controllers 802.11 security
  
• Platforms: Cisco IOS / IOSXE Nexus ACI Juniper Aruba/HP (ClearPass) Cisco Prime DNAC and WAAS
  
• IP Services: DNS DHCP IPAM (DDI) QoS Multicast
  
• Tools: Cisco Prime DNAC ClearPass LogicMonitor SolarWinds Zenoss ServiceNow.
  

Process & Soft Skills (All Levels)

• Strong understanding of ITIL Change Management and Incident Management
  
• Excellent documentation communication and collaboration skills
  
• Ability to work with global teams vendors and customers
  
• Flexible to work in 24/7 operational environments
  

Certifications

Preferred (by level):

• CCNA required
  
• CCNP (Enterprise/SP) ENSDWI (300415) Vendorspecific SDWAN
  
• Lead: Professionallevel certifications plus leadership and ITIL 4 credentials
  

Key Attributes

• Customercentric mindset with strong operational discipline
  
• Ability to work under pressure during major incidents and service outages
  
• Continuous learner with strong technical curiosity to adopt new technologies and operational practices
  
• Strategic thinking people leadership and commercial awareness
  
• Flexibility to work in a 24/7 operational environment and across teams
  
• Effective communication collaboration and documentation skills