Zscaler NOC Engineer L3

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.