Senior Network Engineer(L2)

Job Description 2nd Line IP Network

Senior Network Specialist (Manager)

– Incident Management & Advanced Troubleshooting on IP Core Network

Role Purpose

The IP Network Level 2 Engineer is responsible for providing expert-level technical support, fault management, incident resolution, and service restoration across complex IP/MPLS and transport network environments.

This position requires strong technical expertise across multi-vendor IP, MPLS, Segment Routing, Transport, and Optical technologies, combined with excellent customer communication, ownership, accountability. The engineer will work closely with Operations, Engineering, Vendors, and Customers to maintain network stability, improve service reliability, and drive operational excellence.

Key Responsibilities

Incident Management & Service Restoration

Technical resolution point of Major Incidents and Critical Core network outages.

Own incidents end-to-end until full-service restoration is achieved.

Perform advanced troubleshooting across IP/MPLS, transport, and optical network domains.

Provide Level 2 escalation support to NOC, Service Operations, Engineering teams, and customers.

Drive technical bridge calls during critical incidents and provide regular stakeholder updates.

Ensure adherence to incident management, escalation, and communication processes.

Conduct post-incident reviews, root cause analysis (RCA), and corrective action planning.

Identify recurring faults and drive permanent problem resolution initiatives.

Customer & Stakeholder Management

Act as a senior technical interface for customer escalations.

Participate in customer calls, incident reviews, and service improvement discussions.

Explain technical issues and mitigation plans to both technical and non-technical audiences.

Build customer confidence through proactive communication and ownership during major incidents.

Technical Troubleshooting & Operations

Provide expert-level troubleshooting and operational support for:

Routing & Switching Technologies

ISIS

BGP

MPLS L2VPN / L3VPN

Segment Routing (SR-MPLS)

Traffic Engineering (SR-TE / MPLS-TE)

Multicast (PIM, IGMP, MVPN)

QoS and Traffic Management

IPv4 / IPv6

Virtualized Networking Platforms

Nokia VSRa (22.10R1)

VSRa platform architecture

Virtual routing infrastructure troubleshooting

Control plane and forwarding plane diagnostics

Performance and capacity troubleshooting

Supported Technology Platforms

Nokia: 7750 SR-12e, 7210, VSRa (22.10R1)

Huawei: NE8000-M8, CX600-X2-M8A, CX600-X8A

Cisco: NCS560-7, ASR9910

Operational Excellence

Ensure compliance with ITIL Incident, Problem, Change, and Major Incident Management processes.

Drive proactive service improvement initiatives to enhance network reliability and operational efficiency.

Develop and maintain troubleshooting guides, knowledge articles, and operational procedures.

Mentor Level 1 engineers and act as a technical SME.

Essential Skills & Experience

Experience

7-8+ years of experience in Telecom, ISP, or Service Provider environments.

Strong experience in Network Operations, Incident Management, and Service Assurance.

Proven experience managing customer-facing technical escalations.

Extensive experience troubleshooting multi-vendor IP/MPLS networks.

Technical Expertise

Expert knowledge of:

ISIS, BGP, MPLS, Segment Routing, Traffic Engineering, Multicast, IPv4 / IPv6, QoS

Experience supporting Nokia, Huawei, and Cisco service provider platforms.

Soft Skills

Strong ownership mindset with accountability for service outcomes.

Excellent troubleshooting and analytical skills.

Ability to remain calm and decisive during high-severity incidents.

Strong customer engagement and stakeholder management skills.

Excellent verbal and written communication abilities.

Ability to influence technical decisions and drive resolution across multiple teams.