Senior Managed Services Engineer (L3)

JobSpace; Wellington; On-site; NZD 90,000 - 130,000; Full time

Job summary

NTT DATA is seeking a seasoned MS Engineer (L3) to deliver managed services for enterprise collaboration and contact centre environments. You will handle high-complexity tickets, perform proactive monitoring, and drive incident resolution alongside senior team members.

The role requires Cisco, Genesys Cloud, and NICE CXone expertise, with a focus on ITIL processes, vendor coordination, and post‑incident reviews. On‑site work is expected in New Zealand, Wellington region.

Qualifications

• Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
• Genesys Cloud: Professional Certification (GC-GCP)
• Cisco CCNP Collaboration or equivalent certification.
• Microsoft 365 Certified: Teams Administrator Associate.
• Certifications relevant to the services provided (certifications carry additional weightage on the candidate's qualification for the role).

Responsibilities

• Performs necessary checks, apply monitoring tools and respond to alerts.
• Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required detail.
• Assists in analysing, assigning, and escalating support calls.
• Investigates third line support calls assigned and identify the root cause of incidents and problems.
• Reports and escalates issues to 3rd party vendors if necessary.
• Provides onsite technical support to clients and field engineering services.
• Conducts monthly random reviews of incidents and service requests and recommends quality improvements.
• Provides continuous feedback to clients and affected parties and updates systems and portals as prescribed.
• Proactively identifies opportunities for work optimization including automation.
• Performs change management and customer communication.

Skills

ITIL processes

Vendor management

Communication

Problem solving

Education

Advanced IT/Computing degree

Tools

Genesys Cloud

NICE CXone

Cisco CUCM

SIP Trunks

Expressway

AudioCodes SBC

Microsoft Teams Voice

Job description

NTT DATA is seeking a seasoned MS Engineer (L3) to deliver managed services for enterprise collaboration and contact centre environments. You will handle high-complexity tickets, perform proactive monitoring, and drive incident resolution alongside senior team members.

The role requires Cisco, Genesys Cloud, and NICE CXone expertise, with a focus on ITIL processes, vendor coordination, and post‑incident reviews. On‑site work is expected in New Zealand, Wellington region.