Senior Managed Services Engineer (L3) – Incident & RCA Expert

NTT DATA, Inc.; Wellington; On-site; NZD 110,000 - 150,000; Full time

Job summary

NTT DATA, Inc. in Wellington is seeking an experienced MS Engineer (L3) to provide managed services to clients, proactively identifying and resolving incidents and problems.

You will handle high-complexity tickets, perform root cause analysis, and mentor junior engineers while ensuring zero SLA misses. The role emphasizes collaboration across cultures, strong communication, and adherence to ITIL processes in a large ICT environment.

Qualifications

• Advanced IT qualification or proven equivalent work experience.
• Certifications relevant to collaboration and contact centre environments.
• Experience with enterprise voice, video and collaboration platforms.

Responsibilities

• Performs checks, applies monitoring tools and responds to alerts.
• Identifies problems and logs incidents with detail.
• Escalates and analyzes third line support calls.
• Conducts root cause analysis and problem management.
• Mentors junior engineers and supports vendor management.

Skills

ITIL processes

Vendor management

Root Cause Analysis

Cross-cultural communication

SLA management

Education

Advanced diploma / degree in IT/Computing

Cisco CCNP Collaboration

M365 Expert / Intermediate

Genesys Cloud professional certification

NICE CXone certification

Tools

Cisco CUCM

Cisco Unity Connection

SIP Trunks

Expressway

Genesys Cloud

NICE CXone

VoIP protocols

VMware

Azure fundamentals

Job description

NTT DATA, Inc. in Wellington is seeking an experienced MS Engineer (L3) to provide managed services to clients, proactively identifying and resolving incidents and problems.

You will handle high-complexity tickets, perform root cause analysis, and mentor junior engineers while ensuring zero SLA misses. The role emphasizes collaboration across cultures, strong communication, and adherence to ITIL processes in a large ICT environment.