Managed Services Engineer

About One New Zealand

At One New Zealand, we are not only envisioning the future but actively constructing it. Our mission is to create a better-connected New Zealand, striving to become the most AI-enabled telecommunications company globally. We invest significantly in our people, providing access to AI education, world-class learning tools, and evolving career pathways to foster curiosity and accelerate skill development.

Join our extraordinary team to connect with purpose and help redefine possibilities.

Role Overview

The Managed Services Engineer is responsible for delivering managed services within Communications Solutions to ensure reliable, secure, and optimized customer experiences. This role involves fault resolution, coordinating releases and vendor activities, collaborating with security operations, supporting service deployments, and seeking opportunities to enhance customer outcomes. You will deepen your expertise within the Communications Practice while generating value for customers and stakeholders.

Key Responsibilities

• Partner with teams across the Communications Practice and the wider Enterprise Service divisions.
• Coordinate vendor service-level tasks alongside Cloud Architects and Consultants.
• Handle Level 2+ incident triage and escalate issues to specialized teams or vendors as needed.
• Manage change and release processes to aid customer adoption and optimize services.
• Provide service assurance through timely reporting, prevention, and remediation of potential disruptions.
• Perform minor chargeable moves, adds, and changes following service agreements.
• Manage customer incidents adhering to managed service standards and performance metrics.
• Collaborate with Security Operations to safeguard customer services and data integrity.
• Engage proactively with customer stakeholders to support service performance and continuous improvement.
• Contribute to enhancing the Managed Services offering.
• Participate in an after-hours on-call rotation to support 24/7 customer needs.

Candidate Profile

• Strong skills in complex problem solving, adaptability, and sound decision-making.
• Capability to manage conflicting priorities and resolve issues constructively.
• Understanding of customer business requirements and managed services within SaaS environments.
• Effective communication skills to clearly present complex information to both technical and non-technical audiences.
• Excellent customer focus with the ability to build and maintain trusted relationships with stakeholders.
• Proactive about professional growth and obtaining relevant technical certifications.
• A cooperative attitude to work with technical, operational, and customer-facing teams.

Employee Benefits

• Flexible work arrangements supporting work-life balance, including the option to work from home and flexible working hours.
• Comprehensive Southern Cross health insurance fully covered for you and your family.
• Lifestyle leave option allowing the purchase of additional annual leave weeks.
• Discounts on One New Zealand products and services along with other perks.

Diversity and Inclusion

One New Zealand is Rainbow Tick certified and values diversity of thought, perspective, and background. Joining our team is the start of a journey filled with challenge and inspiration, aimed at uplifting, supporting, and elevating each other.