L2 Engineer/SME – Versa SD-WAN

Position Title: L2 Engineer/SME – Versa SD-WAN

Department: IT/Network Operations

Location: Dubai/ Abu Dhabi

Job Summary

The L2 Engineer – Versa SD-WAN is responsible for providing advanced technical support, troubleshooting, and management of Versa SD-WAN solutions. This role involves handling escalated issues from Level 1 (L1) support, ensuring the stability and performance of SD-WAN infrastructure, and collaborating with cross-functional teams to implement, optimize, and maintain Versa SD-WAN deployments.

Key Responsibilities

Technical Support and Troubleshooting

• Provide Level 2 (L2) support for Versa SD-WAN solutions, including Versa FlexVNF and Versa Director.
• Troubleshoot escalated issues related to SD-WAN connectivity, routing, application performance, and configuration.
• Perform root cause analysis (RCA) for recurring issues and document solutions.
• Resolve complex network issues involving dynamic path selection, link failover, and application-aware routing.
  
  

SD-WAN Configuration and Management

• Configure and manage Versa SD-WAN policies, including dynamic path selection, traffic shaping, and application-aware routing.
• Optimize SD-WAN configurations to ensure high availability and performance across multiple sites.
• Implement and maintain Versa security features, such as VPNs, firewalls, and intrusion prevention systems (IPS).
• Monitor SD-WAN performance using Versa Director and Versa Analytics.
  
  

Incident and Problem Management

• Respond to and resolve incidents within defined SLAs.
• Escalate unresolved issues to Level 3 (L3) support or Versa vendor teams when necessary.
• Document incidents, resolutions, and lessons learned in the knowledge base.
  
  

Performance Monitoring and Reporting

• Use Versa monitoring tools (e.g., Versa Analytics, Versa Director) to track SD-WAN health and performance.
• Generate regular reports on SD-WAN utilization, uptime, and issue trends.
• Provide recommendations for SD-WAN optimization based on analytics.
  
  

Collaboration and Communication

• Work closely with L1 support teams to ensure smooth escalation processes.
• Collaborate with cross-functional teams for SD-WAN upgrades, migrations, and deployments.
• Communicate effectively with stakeholders regarding SD-WAN status, incidents, and resolutions.
  
  

Compliance and Security

• Ensure SD-WAN configurations adhere to organizational security policies and industry standards.
• Conduct regular audits to ensure compliance with regulatory requirements.
• Implement and maintain Versa security features, such as SSL/TLS encryption, VPNs, and firewalls.
  
  

Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Versa certifications (e.g., Versa Certified SD-WAN Professional) are highly preferred.
  
  

Experience

• 5+ years of experience in network SDWAN solutions.
• Hands-on experience with Versa SD-WAN solutions and Versa FlexVNF.
• Proven expertise in troubleshooting and resolving SD-WAN-related issues.
  
  

Technical Skills

• Strong knowledge of Versa SD-WAN solutions, including Versa Director and Versa Analytics.
• Proficiency in network protocols (e.g., TCP/IP, BGP, OSPF, DNS, DHCP, VPNs).
• Experience with dynamic path selection, link failover, and application-aware routing.
• Familiarity with Versa security features, such as IPS, firewalls, and VPNs.
• Knowledge of ITSM platforms (e.g., ServiceNow) for incident and problem management.
  
  

Soft Skills

• Excellent problem-solving and analytical skills.
• Strong communication skills, both verbal and written.
• Ability to work collaboratively in a team environment.
• Attention to detail and a proactive approach to issue resolution.