roles.

Service Operations Specialist

About Us

timbre Digital is a leading technology company delivering mission-critical infrastructure and solutions to clients locally and globally. With a focus on innovation, we use only the latest and best-in-class tools and platforms to ensure high availability, performance, and reliability for over 1000+ users.

Your Mission

The Service Operations Specialist is responsible for ensuring the stability, reliability, and continual improvement of IT services through effective operational processes. This role focuses on Major Incident, Incident, Problem, Change, and Knowledge Management, acting as a key link between technical teams and our customers. You’ll work alongside a team of other Service Operations Specialists, and work closely with a number of colleagues to foster a service-oriented culture.

Key Responsibilities

  • Act as a Major Incident Manager when required, coordinating the end-to-end response to service outages and degradation
  • Lead Major Incident bridge calls, ensuring clear communication, ownership and timely resolution
  • Provide regular status updates to customers and IT stakeholders during Major Incidents
  • Produce post-Major Incident reporting and chair related review calls, ensuring root causes, lessons learnt, and improvement actions are documented and tracked
  • Participate in an on-call Major Incident Manager rotation
  • Monitor Incidents to ensure they are logged, categorised, prioritised, and resolved in line with agreed SLAs
  • Coordinate with resolver groups to drive timely Incident updates and resolution
  • Identify trends and recurring Incidents through effective analysis
  • Regularly report on aged Incidents, providing recommendations to ensure backlog levels remain minimal
  • Identify and manage Problems arising from Major Incidents and recurring Incidents
  • Chair Problem Review sessions with the relevant technical teams to ensure focus on respective Problem investigations and coordinating related root cause analysis
  • Maintain open Problem records, ensuring the correct priorities are assigned, open actions are progressed, and statuses are communicated to customers as needed
  • Work alongside the technical teams to implement permanent fixes and reduce Incident volumes
  • Maintain an accurate Known Error Database (KEDB), ensuring workaround details are available and accessible for the Service Desk, other teams, and customers as needed
  • Triage and assess new Change Requests, analysing potential risks and impact of proposed Changes on IT services
    Chair Change Advisory Board (CAB) and other meetings, preparing agendas, and facilitating Change-related discussions

  • Ensure Changes are properly documented, communicated, and reviewed post-implementation
  • Monitor and report on Change successes, failures, and other trends
  • Maintain an up-to-date Standard Change Catalogue and other Change templates
  • Create, review, and maintain knowledge articles to support Incident resolution and self-service
  • Promote knowledge reuse and ensure knowledge content is accurate, relevant, and up-to-date
  • Work with technical teams to capture knowledge and convert to accessible documentation
  • Support continuous improvement of the knowledge management framework and tools
  • Undertake regular reviews of process efficiency, and identify opportunities for process improvement and automation
  • Contribute to service improvement initiatives and operational maturity
  • Analyse service performance data and trends across Major Incidents, Incidents, Problems, Changes and Knowledge articles

Skills & Experience

  • Minimum 2 years’ experience in IT Service Management role
  • Strong understanding of ITIL processes; ITIL certified (Foundation or higher)
  • Experience coordinating Major Incidents, Emergency Change activity, and other high-pressure scenarios
  • Strong analytical and problem-solving skills
  • Excellent communication skills, both written and verbally
  • Highly organised with strong attention to detail
  • Proactive and improvement-focused
  • Collaborative and customer-oriented
  • Ability to champion best practice and positively influence others
  • Ability to collaborate effectively across different regions and cultures

What We Offer

  • Opportunity to work with cutting-edge technologies and tools.
  • Collaborative and innovative team environment.
  • Career development and training opportunities.

apply for this role

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    Service Operations & Reporting Specialist

    About Us

    timbre Digital is a leading technology company delivering mission-critical infrastructure and solutions to clients locally and globally. With a focus on innovation, we use only the latest and best-in-class tools and platforms to ensure high availability, performance, and reliability for over 1000+ users.

    Your Mission

    The Service Operations & Reporting Specialist is responsible for ensuring the stability, reliability, and continual improvement of IT services through effective operational processes. This role focuses on Major Incident, Incident, Problem, Change, and Knowledge Management, acting as a key link between technical teams and our customers. In addition, this role will lead on reporting activity within the function. You’ll work alongside a team of other Service Operations Specialists, and work closely with a number of colleagues to foster a service-oriented culture.

    Key Responsibilities

    • Act as a Major Incident Manager when required, coordinating the end-to-end response to service outages and degradation
    • Lead Major Incident bridge calls, ensuring clear communication, ownership and timely resolution
    • Provide regular status updates to customers and IT stakeholders during Major Incidents
    • Produce post-Major Incident reporting and chair related review calls, ensuring root causes, lessons learnt, and improvement actions are documented and tracked
    • Participate in an on-call Major Incident Manager rotation
    • Monitor Incidents to ensure they are logged, categorised, prioritised, and resolved in line with agreed SLAs
    • Coordinate with resolver groups to drive timely Incident updates and resolution
    • Identify trends and recurring Incidents through effective analysis
    • Regularly report on aged Incidents, providing recommendations to ensure backlog levels remain minimal
    • Identify and manage Problems arising from Major Incidents and recurring Incidents
    • Chair Problem Review sessions with the relevant technical teams to ensure focus on respective Problem investigations and coordinating related root cause analysis
    • Maintain open Problem records, ensuring the correct priorities are assigned, open actions are progressed, and statuses are communicated to customers as needed
    • Work alongside the technical teams to implement permanent fixes and reduce Incident volumes
    • Maintain an accurate Known Error Database (KEDB), ensuring workaround details are available and accessible for the Service Desk, other teams, and customers as needed
    • Triage and assess new Change Requests, analysing potential risks and impact of proposed Changes on IT services
      Chair Change Advisory Board (CAB) and other meetings, preparing agendas, and facilitating Change-related discussions

    • Ensure Changes are properly documented, communicated, and reviewed post-implementation
    • Monitor and report on Change successes, failures, and other trends
    • Maintain an up-to-date Standard Change Catalogue and other Change templates
    • Create, review, and maintain knowledge articles to support Incident resolution and self-service
    • Promote knowledge reuse and ensure knowledge content is accurate, relevant, and up-to-date
    • Work with technical teams to capture knowledge and convert to accessible documentation
    • Support continuous improvement of the knowledge management framework and tools
    • Undertake regular reviews of process efficiency, and identify opportunities for process improvement and automation
    • Contribute to service improvement initiatives and operational maturity
    • Analyse service performance data and trends across Major Incidents, Incidents, Problems, Changes and Knowledge articles
    • Responsible for gathering and interpreting data from various sources to provide insights into Service Operations activity
    • Coordinate the production of reporting for varying audiences: IT Management, Exec or C-Level, and customer-facing
    • Leverage the ITSM tool to build dashboards and other reports to aid Service Operations activities
    • Maintain the reporting templates in use across the function, including (but not limited to) Post-Major Incident and Problem Closure Reports.

    Skills & Experience

    • Minimum 2 years’ experience in IT Service Management role
    • Strong understanding of ITIL processes; ITIL certified (Foundation or higher)
    • Experience coordinating Major Incidents, Emergency Change activity, and other high-pressure scenarios
    • Strong analytical and problem-solving skills
    • Excellent communication skills, both written and verbally
    • Highly organised with strong attention to detail
    • Proactive and improvement-focused
    • Collaborative and customer-oriented
    • Ability to champion best practice and positively influence others
    • Ability to collaborate effectively across different regions and cultures

    What We Offer

    • Opportunity to work with cutting-edge technologies and tools.
    • Collaborative and innovative team environment.
    • Career development and training opportunities.

    apply for this role

      *Fields are required

      SOC Analyst

      About Us

      timbre Digital is a leading technology company delivering mission-critical infrastructure and solutions to clients locally and globally. With a focus on innovation, we use only the latest and best-in-class tools and platforms to ensure high availability, performance, and reliability for over 1000+ users.

      Your Mission

      As a SOC Analyst, you’ll be a key member of our global security team. You’ll be on the front lines of our defensive security operations, helping to identify, respond to, and contain cyber threats. This hands-on role involves monitoring and analyzing security alerts, collaborating with other IT teams, and helping to improve our security posture. You’ll need to be quick, detail-oriented, and comfortable working in a fast-paced environment. This position follows a four-on, four-off work schedule, with ten-hour shifts each day.

      Key Responsibilities

      • Operate and monitor security tools such as SIEM, IDS, and EDR to detect and respond to malicious activity.
      • Conduct in-depth analysis of network, application, and system data to identify potential threats and anomalies.
      • Perform network and host-based analysis during incident response activities, ensuring threats are quickly contained and remediated.
      • Help develop junior analysts by providing feedback, training, and guidance.
      • Create clear reports on security incidents and maintain detailed records of investigations and remediation efforts.
      • Stay current on emerging threats and vulnerabilities to help improve our detection and response capabilities.

      Skills & Experience

      • Relevant security operations experience is essential, preferably in a shift-based setting.
      • Familiarity with SIEM, EDR/XDR, and other cybersecurity technologies.
      • Understanding of network traffic analysis, TCP/IP, and internet protocols.
      • Knowledge of multiple operating systems and hardening methodologies.
      • Experience with SOAR, Web Application Firewalls, and NDR technologies is a plus.
      • Strong problem-solving skills and the ability to make sound judgments under pressure.
      • High degree of self-motivation and a collaborative mindset.
      • Relevant cybersecurity certifications (e.g., Blue Team L1, GCIA) are a plus.
      • Programming or scripting skills (e.g., Python, PowerShell) are a plus.

      What We Offer

      • Opportunity to work with cutting-edge technologies and tools.
      • Collaborative and innovative team environment.
      • Career development and training opportunities.

      apply for this role

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        Senior SOC Analyst

        About Us

        timbre Digital is a leading technology company delivering mission-critical infrastructure and solutions to clients locally and globally. With a focus on innovation, we use only the latest and best-in-class tools and platforms to ensure high availability, performance, and reliability for over 1000+ users.

        Your Mission

        As a Senior SOC Analyst, you are a key member of our global security team. You’ll use your deep defensive security expertise to proactively identify, respond to, and mitigate cyber threats. This is a hands-on role for an experienced professional who wants to lead complex incident response, mentor junior analysts, and improve our security posture. You’ll work in a fast-paced, agile environment, delivering high-standard security services that protect our business and customers. This position follows a four-on, four-off work schedule, with ten-hour shifts each day.

        Key Responsibilities

        • Serve as the primary on-shift escalation point. Lead the response to high-severity incidents, conducting in-depth analysis and driving containment, eradication, and recovery efforts.
        • Proactively hunt for advanced threats and conduct deep-dive analysis using our security tools (SIEM, EDR/XDR, IDS).
        • Identify and champion opportunities to optimize security operations workflows and processes. Collaborate with our detection engineering team to improve and fine-tune detection rules based on emerging threats.
        • Provide technical guidance and mentorship to junior and mid-level analysts. Actively contribute to their development through knowledge sharing and feedback.
        • Create and present clear reports on threats and incidents to both technical and non-technical stakeholders. Maintain meticulous records of security incidents and contribute to our SOC playbooks and runbooks.
        • Act as a thought leader, staying current on emerging threats and security technology to continuously strengthen our organization’s security posture.

        Skills & Experience

        • A minimum of 5+ years of dedicated SOC experience, with significant time in a senior or lead analyst role.
        • Expert-level proficiency in SIEM and EDR/XDR platforms.
        • Strong understanding of network traffic analysis, intrusion detection, and SOAR technologies.
        • Demonstrated experience leading complex incident response.
        • Proven ability to conduct proactive threat hunting.
        • Exceptional problem-solving, prioritization, and decision-making skills under pressure.
        • Excellent verbal and written communication, with the ability to explain complex technical concepts clearly.
        • A collaborative and self-motivated mindset.

        What We Offer

        • Opportunity to work with cutting-edge technologies and tools.
        • Collaborative and innovative team environment.
        • Career development and training opportunities.

        apply for this role

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          Senior Detection Engineer

          About Us

          timbre Digital is a leading technology company delivering mission-critical infrastructure and solutions to clients locally and globally. With a focus on innovation, we use only the latest and best-in-class tools and platforms to ensure high availability, performance, and reliability for over 1000+ users.

          Your Mission

          As a Senior Detection Engineer, you will be a key specialist in our global security team. Your main responsibility is to build, evolve, and optimize our security detection capabilities from end to end. You’ll work closely with other security and IT teams to design, implement, and maintain high-fidelity detection rules, ensuring our critical assets are protected. This role requires deep technical expertise, a proactive mindset, and the ability to turn threat intelligence into actionable security controls.

          Key Responsibilities

          • Own the entire detection lifecycle, from identifying necessary data sources to creating and deploying high-fidelity rules aligned with frameworks like MITRE ATT&CK.
          • Continuously refine and tune detection rules to reduce false positives and improve overall accuracy and performance.
          • Maintain and optimize SIEM platforms to ensure robust detection and efficient incident response workflows.
          • Analyze the evolving threat landscape to proactively update and refine our detection mechanisms.
          • Partner with engineering teams to ensure our infrastructure provides the necessary logging and telemetry.
          • Identify and prioritize security detection gaps, actively contributing to our security roadmap and overall program maturity.
          • Provide expert support for security incidents as needed.
          • Identify and contribute to the design and deployment of security automation use cases to improve daily operations.

          Skills & Experience

          • Proven, hands-on experience with SIEM tools (e.g., Splunk, ELK) and EDR/XDR platforms.
          • Extensive knowledge of threat actor TTPs and practical experience with frameworks like MITRE ATT&CK.
          • Demonstrated experience in designing and implementing security solutions at a large scale.
          • Exceptional ability to manage multiple tasks, prioritize, and adapt quickly in a fast-paced environment.
          • A collaborative mindset with excellent communication and technical writing skills.
          • Relevant degree (Computer Science or equivalent).
          • Advanced security certifications (e.g., CISSP-ISSEP, CCSP).
          • Vendor-specific accreditations.

          What We Offer

          • Opportunity to work with cutting-edge technologies and tools.
          • Collaborative and innovative team environment.
          • Career development and training opportunities.

          apply for this role

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            Junior SOC Analyst

            About Us

            timbre Digital is a leading technology company delivering mission-critical infrastructure and solutions to clients locally and globally. With a focus on innovation, we use only the latest and best-in-class tools and platforms to ensure high availability, performance, and reliability for over 1000+ users.

            Your Mission

            As a Junior SOC Analyst, you will be at the start of your career in cybersecurity, working alongside our global team of security specialists. This is an entry-level role designed for someone with a strong passion for defensive security and a desire to learn from experienced professionals. You will support the team by helping to monitor security alerts, document incidents, and learn the fundamental skills required for security operations. This is a hands-on position where you will gain invaluable experience in a dynamic and fast-paced environment. This position follows a four-on, four-off work schedule, with ten-hour shifts each day.

            Key Responsibilities

            • Assist in the continuous monitoring of security tools, including SIEM, EDR, and IDS, to identify and escalate potential security events.
            • Triage incoming alerts and incidents. Follow established playbooks to perform initial investigation and escalate to senior analysts as needed.
            • Maintain detailed and accurate records of security incidents, investigations, and remediation efforts in the case management system.
            • Under direct supervision, support network and host-based analysis during incident response activities.
            • Proactively participate in team meetings and training sessions to build foundational knowledge of security tools, threats, and procedures.
            • Assist senior team members in identifying opportunities to improve daily operational workflows.

            Skills & Experience

            • A strong, demonstrable interest in cybersecurity and a desire to build a career in defensive security.
            • A basic understanding of IT, networking concepts (e.g., TCP/IP), and operating systems.
            • Knowledge of or a strong desire to learn about core security technologies like SIEM, EDR, and IDS.
            • Excellent attention to detail and strong organizational skills.
            • Strong communication skills, both written and verbal, for clear reporting and documentation.
            • The ability to follow instructions and work effectively in a team.
            • A relevant degree in Computer Science or a related field, or equivalent experience.

            What We Offer

            • Opportunity to work with cutting-edge technologies and tools.
            • Collaborative and innovative team environment.
            • Career development and training opportunities.

            apply for this role

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              Administrator – Infrastructure

              About Us

              timbre Digital is a leading technology company delivering mission-critical infrastructure and solutions to clients locally and globally. With a focus on innovation, we use only the latest and best-in-class tools and platforms to ensure high availability, performance, and reliability for over 1000+ users.

              Your Mission

              As an Administrator – Infrastructure, you will be part of a team that supports and maintains our 24×7 mission-critical infrastructure. Working closely with other teams, you will help create and maintain solutions to manage daily operations, ensure infrastructure health, and deliver new equipment implementations, upgrades, and optimisations.

              You’ll collaborate with some of the brightest IT professionals in the industry, supporting leading-edge infrastructures and services with a strong focus on uptime and performance.

              Key Responsibilities

              • Act as a contact point for other teams, handling requests, changes, and incidents.
              • Investigate and resolve incidents and problems, identifying permanent fixes or temporary workarounds.
              • Assist with operations and maintenance tasks following agreed procedures.
              • Implement new or upgraded equipment and identify enhancement opportunities.
              • Use management software to optimise performance and collect performance statistics.
              • Support infrastructure escalations to third-party vendors, perform root cause analysis, and communicate with support teams.
              • Update infrastructure documentation within agreed standards.
              • Participate in on-call rotation to provide technical support.

              Skills & Experience

              • Minimum 2 years’ experience in IT administration or support.
              • Experience with enterprise storage infrastructure (NAS/SAN).
              • Working knowledge of NetApp (clustered ONTAP, NFS, SMB, iSCSI, FC) and Cisco MDS/Brocade SAN switches.
              • Experience with CEPH cluster maintenance and VMware clusters (vSphere/vSAN).
              • Familiarity with configuration management, automation, and scripting (e.g., Ansible).
              • Understanding of cloud concepts (Azure, AWS, GCP) with production experience.
              • Hands-on experience with OpenStack, KVM, Kubernetes is advantageous.
              • Incident, request, and change management experience using ITIL framework.
              • Strong troubleshooting skills and ability to work under pressure.
              • Excellent communication skills in English, both written and verbal.

              What We Offer

              • Opportunity to work with cutting-edge technologies and tools.
              • Collaborative and innovative team environment.
              • Career development and training opportunities.

              apply for this role

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                  Level 7, 22 Fanshawe Street,
                  Auckland CBD, NZ

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                  yes i do
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