Sr. Consultant Service Assurance

Experience Required: 6+ years in Level 3/TAC level support Work Type: Shift-based (24x7 support environment) Job Summary: We are seeking a highly skilled Senior Consultant – Service Assuranceto join our dynamic Service Delivery & Assurance team. The successful candidate will play a critical role in resolving complex customer incidents, ensuring minimal service disruption, and improving customer satisfaction. Key Responsibilities: Lead the resolution of complex customer-impacting incidents within SLA. Act as a final escalation point for technical issues and problem management. Perform advanced troubleshooting across multi-vendor networking environments (Routing, Switching, SD-WAN, Transport, Security). Engage with vendors (TAC) and internal teams to resolve critical network issues. Document incident resolutions and contribute to the internal knowledge base. Recommend proactive system improvements and network upgrades. Provide engineering support during implementation projects, as needed. Maintain up-to-date knowledge and certifications in relevant technologies. Support continual improvement of processes and quality within the team. Technical Requirements: Minimum 6 years of experience in Level 3/TAC support or equivalent. Expert knowledge of Layer 2/3 Networking Protocols: IPv4, IPv6, BGP, OSPF, MPLS, EIGRP, STP, HSRP, IS-IS. Hands-on experience with Firewalls, IPS/IDS, SASE/SSE, and DDo S protection. Familiarity with traffic generators, analyzers, and network monitoring tools. Strong understanding of network security concepts and architectures. Experience with OSS/BSS systems, incident/event management platforms. Exposure to customer support in an enterprise or telecom environment. Valid CCIE (Routing & Switching or Service Provider) certification is a strong plus. Soft Skills & Attributes: Excellent communication and presentation skills. Strong customer focus and stakeholder engagement. Effective problem-solving and decision-making capabilities. Ability to handle pressure and work in 24x7 rotational shifts. Strong organizational and time-management skills. Educational Qualifications: Bachelor’s Degree in Engineering, Computer Science, or related field. Relevant industry certifications (e.g., CCIE) preferred.#J-18808-Ljbffr