Remote: L3 Network Engineer + Zscaler

Senior L3 Network Operations Engineer - Routing & Switching | Zscaler | SD-WAN | NOC Escalation

Job Title: Senior L3 Network Operations Engineer

Specialization: Advanced Network Troubleshooting, SD-WAN, Zscaler, NOC Escalation

Experience: 10 + years

Employment Type: Full-time

Work Model: Remote Support / NOC Operations

About the Role

We are looking for a highly experienced Senior Network Operations Engineer to act as an escalation point for complex network, SD-WAN and Zscaler incidents within our full L2/L3 NOC team. Functionally reporting to the NOC Lead L3 Engineer, this role is focused on bringing strong operational troubleshooting capability, support complex incident resolution, guide L2 engineers and contribute to service stability.

The ideal candidate is a strong NOC engineer with deep troubleshooting skills, solid production support experience and the ability to coach others during complex investigations. This position is ideal for candidates with strong hands-on experience troubleshooting complex WAN, LAN and Zscaler incidents in an enterprise or managed services environment.

The focus is not only on technology knowledge, but also on the ability to align with Client’s service improvement roadmap and support BAU while ensuring delivery meets expectations.

This is a senior escalation role operating primarily during EMEA business hours (Monday to Friday). The role does not involve regular shift rotation. Participation in weekend or overnight activities may occasionally be required to support major incidents, critical escalations or planned maintenance windows.

Key Responsibilities

• Act as an escalation point for complex network, SD-WAN and Zscaler incidents.
• Identify whether incidents originate from endpoint, network, identity, firewall, SD-WAN, ISP or Zscaler components.
• Support and guide L2 engineers during advanced troubleshooting activities.
• Lead technical investigation during major incidents, especially P1 and P2 cases.
• Provide L3 support for enterprise network infrastructure, SD-WAN and Zscaler services.
• Handle P1 and P2 incidents related to LAN, WAN, SD-WAN, ZIA and ZPA.
• Manage incidents, service requests and changes in line with defined SLAs.
• Monitor network performance, availability and service health.
• Coordinate with internal teams, customers, vendor TAC and service providers to drive incident resolution.
• Support change validation, maintenance windows and post-change troubleshooting when required.
• Lead or contribute to Root Cause Analysis activities for major and recurring incidents.
• Produce and maintain troubleshooting guides, operational runbooks and KBAs.

Required Technical Skills (Must Have)

Advanced Routing & Switching

• Strong troubleshooting experience with enterprise Routing & Switching.
• Advanced knowledge of:
• BGP
• OSPF
• MPLS
• VLANs
• STP
• VPN technologies
• High availability network designs
• Ability to troubleshoot routing asymmetry, reachability issues, packet loss, latency and intermittent connectivity problems.
• Ability to interpret routing tables, forwarding paths and network device logs.

Zscaler

• Hands-on operational experience with Zscaler environments, including:
• Zscaler Internet Access.
• Zscaler Private Access.
• Client Connector troubleshooting.
• Application access issues through ZPA.
• PAC file troubleshooting.
• Traffic forwarding issues.
• Authentication issues.
• SSL inspection issues.
• ZPA App Connector troubleshooting.
• Policy enforcement investigation.

The role does not require the candidate to be a Zscaler architect but does require the ability to troubleshoot complex Zscaler-related production incidents and guide L2 teams through the investigation.

Required Operational Experience

• Strong experience working in a NOC, managed services, service provider, or large enterprise support environment.
• Proven experience handling complex production incidents under SLA pressure.
• Ability to mentor and technically guide L2 engineers.
• Understanding of ITIL processes, especially Incident, Change and Problem Management.
• Strong documentation and knowledge management discipline.
• Experience working with ITSM tools, preferably ServiceNow.

Good to Have

• Strong hands-on experience supporting SD-WAN environments
• Hands-on experience with Cisco SD-WAN and Cisco Meraki.
• Exposure to cloud networking, especially Azure or AWS.
• Certifications such as Zscaler ZIA, ZPA, Cisco CCNA, CCNP or equivalent.
• Basic automation experience using Python, Ansible, PowerShell or scripting tools.
• Experience with monitoring tools such as Zabbix, ScienceLogic, SolarWinds or similar.
• Availability to work onsite in Chennai.

What We Are Looking For

We are looking for a senior operational engineer who can solve complex problems, guide L2 engineers, and strengthen the troubleshooting capability of the NOC.

This is a hands-on escalation role. The successful candidate should be comfortable analyzing incidents deeply, asking the right questions, collecting the right evidence and driving technical resolution in coordination with the Lead L3 Engineer, Service Delivery Manager and wider operations teams.