About the role
As an L2 Engineer, you will act as the primary escalation point for Level 1 support teams, taking ownership of complex incidents and coordinating with L3 engineering teams during major service disruptions. The role requires strong technical problem-solving skills, structured incident handling, and the ability to operate effectively in a fast-paced 24×7 support environment.
Key ResponsibilitiesIncident Management & Resolution
- Take ownership of incidents escalated from L1 support teams.
- Investigate and resolve P1/P2 network and infrastructure incidents within defined SLA timelines.
- Maintain detailed incident timelines, logs, and documentation for operational visibility and reporting.
- Ensure incidents are managed according to severity and escalation frameworks (P1–P4).
- Advanced Network Troubleshooting
- Diagnose and resolve issues related to:
- Network connectivity and routing
- Edge infrastructure environments
- System and platform dependencies
- Perform root cause analysis using system logs, monitoring tools, and performance metrics.
- Execute approved remediation steps and recovery procedures.
- Escalation & Coordination
- Perform deep technical triage before escalating issues to L3 engineering teams.
- Clearly define the problem scope, business impact, and affected systems.
- Provide relevant logs, metrics, and troubleshooting evidence to enable faster resolution.
- Collaborate with cross-functional teams to restore services quickly.
- Major Incident Management
- Support and coordinate operational response during critical (P1/P2) incidents.
- Facilitate technical communication between engineering teams.
- Provide timely updates to stakeholders and operations teams during incident resolution.
- Continuous Service Improvement
- Participate in post-incident reviews and root cause analysis.
- Identify recurring incidents and contribute to preventive improvements and monitoring optimization.
- Support the development and enhancement of runbooks and operational procedures.
- Required Skills
- Strong understanding of network fundamentals (TCP/IP, DNS, routing, switching).
- Hands-on experience troubleshooting network connectivity and infrastructure issues.
- Familiarity with monitoring tools, alerting systems, and infrastructure telemetry.
- Experience working with incident management and ticketing systems.
- Ability to analyze system logs, alerts, and performance metrics.
- Strong analytical, troubleshooting, and documentation skills.
- Excellent communication skills to collaborate with internal teams and external stakeholders.
- Tools & Technologies
- Monitoring & Telemetry Platforms
- Ticketing Systems: Zenduty, Microsoft Dynamics 365, Zoho Desk
- Collaboration Tools: Microsoft Teams
Preferred Certifications
- Experience - 5 to 7 years in NOC operations
- CCNA – Cisco Certified Network Associate
- CompTIA Network+
- ITIL Foundation
- Linux or Cloud certifications are considered an advantage.
Work Environment24×7 NOC operations environment. Willingness to work rotational shifts including nights, weekends, and holidays. Ability to perform effectively in high-pressure operational situations.