| Description: Job Title: Network Assurance Engineer/Specialist (L2–L3) & 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 service provider network environments. Roles span from entry level monitoring and support (L0) through advanced troubleshooting, design authority (L3) and operational leadership (Lead).
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Role Levels & Experience
Level Title Experience
L2 Network Assurance Specialist 5–7 years
L3 Senior Network Specialist 10+ years
Lead Network Assurance Lead 10 - 14 years
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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 business hours onsite and on demand remote escalation.
• Use ITSM, monitoring, and observability tools for event management, troubleshooting, and reporting.
• Maintain strong documentation, communication, and collaboration across global stakeholders.
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Level Specific 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 SLA's/KPI's 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 design level understanding to improve operational stability.
• Mentor L0/L1 engineers and improve operational processes.
• Perform systematic troubleshooting of routing, switching, wireless, SD WAN, DDI, WAN optimization, and 4G/5G
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L3 – Senior Network Specialist
• Serve as technical authority and final escalation point for critical network issues.
• Lead design and architecture decisions for enterprise and cloud based networks.
• Drive incident, problem, and change governance ensuring SLA/KPI compliance.
• Perform complex troubleshooting across WAN, SD WAN, 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.
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Network Assurance Lead
• Lead and manage multi tier Assurance teams (L2–L3).
• 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.
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Technical Skills (Depth Increases by Level)
• Routing & Switching: BGP, OSPF, EIGRP, VLANs, STP, VPN, IPsec
• WAN & SD WAN: Cisco Viptela, Meraki, Fortinet, WAN optimization, 4G/5G connectivity
• Wireless: Cisco / Aruba WLAN, wireless controllers, 802.11 security
• Platforms: Cisco IOS / IOS XE, Nexus, ACI, Juniper, Aruba/Client (ClearPass), Cisco Prime, DNAC and WAAS
• IP Services: DNS, DHCP, IPAM (DDI), QoS, Multicast
• Tools: Cisco Prime, DNAC, ClearPass, LogicMonitor, SolarWinds, Zenoss, ServiceNow.
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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
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Certifications
Preferred (by level):
• CCNA required
• CCNP (Enterprise/SP), ENSDWI (300 415), Vendor specific SD WAN
• Lead: Professional level certifications plus leadership and ITIL 4 credentials
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Key Attributes
• Customer centric 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
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