Incident Response Lead - Enterprise Service Centre (Hybrid)

One New Zealand Group; Wellington; Hybrid; NZD 110,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Lifestyle leave

Discounts on One NZ products

Flexible work from home / flex hours

Job summary

One NZ is seeking a Service Centre Incident Lead based in Wellington. You will own real-time operational management of Enterprise customer incidents, service assurance workflows and Tier 2 customer recovery activities, ensuring timely resolution and proactive communication across Enterprise, Consumer and 888 segments.

This role operates in a Hybrid environment. In this position you will own incident queues, manage escalations, deliver against SLAs, coordinate resolver groups and lead the

Qualifications

• Experience coordinating operational responses during high-impact incidents at Enterprise level.
• Strong judgement and decision-making capability in fast-paced environments.
• Ability to maintain customer confidence and control during disruption.
• Proven experience managing incident, case or service assurance environments.
• Strong capability in managing queues, workloads and priorities in real time.
• Experience handling complex customer issues and escalations.
• Strong communication skills for customer updates and incident communication.
• Ability to lead and coach teams in high-pressure operational environments.
• Strong attention to detail and ownership of outcomes.
• Ability to identify patterns, risks and improvement opportunities.
• ITIL certification and experience

Responsibilities

• Own incident, case and service assurance queues, ensuring effective triage, routing, prioritisation and escalation.
• Deliver against customer SLAs, including MSA commitments and time-bound response requirements.
• Manage senior stakeholder engagement and communication of significant incidents.
• Lead the operational response during customer-impacting incidents and major service events.
• Own customer communication rhythms, ensuring proactive, accurate and timely updates.
• Coordinate resolver groups, provisioning teams, service teams and partners to accelerate resolution.
• Maintain clear ownership and continuity of customer issues through to completion.
• Identify operational risks, emerging customer impacts and recurring service trends.
• Lead the resolution of Tier 2 and complex customer issues across Enterprise, Consumer and 888 environments.
• Manage team workload in real time, balancing demand, priority, risk and operational capacity.
• Lead and support frontline team members to drive performance, accountability and quality.
• Support continuous improvement across incident handling, customer recovery and service assurance.

Skills

Incident management

Stakeholder comms

Decision making

Queue management

Team coaching

Education

ITIL certification

Job description

One NZ is seeking a Service Centre Incident Lead based in Wellington. You will own real-time operational management of Enterprise customer incidents, service assurance workflows and Tier 2 customer recovery activities, ensuring timely resolution and proactive communication across Enterprise, Consumer and 888 segments.

This role operates in a Hybrid environment. In this position you will own incident queues, manage escalations, deliver against SLAs, coordinate resolver groups and lead the