L2 Network Engineer (Service Operations Center)

Responsibilities

The L2 Network Engineer plays a critical role within the Service Operations Center, acting as a Subject Matter Expert responsible for resolving complex technical issues and supporting customers across APAC business hours. Key responsibilities include:

• Accurately understanding customer issues and requirements, documenting them thoroughly in the ticketing system.
• Performing Level 2 troubleshooting to diagnose, isolate, and resolve incidents and service queries efficiently.
• Escalating incidents to higher support levels or external partners when necessary, ensuring all escalations adhere to established Service Level Agreements (SLAs).
• Executing change management activities, including impact assessments, implementation of approved changes, and post-implementation validation.
• Maintaining detailed records of problems and solutions to support knowledge management and continuous improvement.
• Running and analyzing traffic reports and reviewing IP configurations to support performance optimization.
• Collaborating closely with internal departments and external vendors to drive efficient and coordinated troubleshooting.
• Ensuring customer solutions meet technical and operational requirements and supporting the design and delivery of complex network solutions.
• Reviewing reported incidents to oversee resolution quality, ensuring smooth operation and maintenance of network infrastructure.
• Upholding high-quality standards to achieve optimal performance levels and meet key operational KPIs.
• Monitoring network traffic, system health, and performance metrics to ensure service continuity and minimize disruptions.
• Tracking vendor performance and addressing issues related to critical incidents, delayed responses, or SLA violations.
• Supporting planned network activities, updates, migrations, and change implementations.
• Identifying, diagnosing, and resolving network and SOC issues promptly to maintain high service availability.
• Driving initiatives to enhance network facilities, improve efficiency, and support upgrades, enhancements, and the introduction of new systems.
• Establishing monitoring tools, workflows, and processes to enhance proactive detection and ensure platform and service availability.
• Ensuring customer quality of service (QoS) through effective routing strategies and strict adherence to SLA commitments.

Requirements

• Experience: 3–5 years of relevant hands-on experience in network operations, network engineering, or service operations roles.
• Education: A Bachelor's degree in Computer Science, Electronics, Telecommunications, or a related field is preferred.
• Technical Expertise:
  • Strong knowledge of IP networking principles, routing, switching, and WAN technologies.
  • Practical experience with SD-WAN technologies such as Viptela, Versa, and Fortinet.
  • Proficiency with security solutions including Fortinet firewalls.
  
  
• Additional Skills (Preferred):
  • Exposure to security platforms, Riverbed optimization technologies, and cloud-based proxy services such as Zscaler or Prisma.
  
  
• Soft Skills:
  • Strong analytical and problem-solving abilities, especially in high-pressure operational environments.
  • Excellent communication skills with the ability to interact confidently with cross-functional teams and customers.
  • Ability to work independently as an individual contributor while collaborating effectively within a team structure.
  • Strong organizational skills to handle multiple incidents, prioritize tasks, and maintain accurate documentation.
  
  
• Other Attributes:
  • Customer-first mindset with a commitment to delivering superior service quality.
  • Proactive approach to operational improvement and optimization.
  • Adaptability to evolving technologies and willingness to continuously upgrade skills.