We Are Fujitsu
We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.
About the opportunity
We are seeking an experienced Incident and Problem Manager to provide end-to-end management of in-scope Incident and Problem records.
Although the position supports both services, its primary focus will be Problem Management, working business hours from Monday to Friday. You will coordinate technical resources, maintain accurate ITSM records and provide clear stakeholder communications while driving service restoration, root cause analysis and the effective management of underlying errors.
This is an opportunity to apply your ITIL knowledge, analytical capability and customer-focused approach in a role that supports service stability and continuous improvement.
About the role
As the Incident and Problem Manager, you will:
- Deliver Incident and Problem Management services to agreed service levels, aligned with Fujitsu processes, procedures and the ITIL framework.
- Manage the Incident lifecycle from initial engagement through to service restoration and resolution.
- Manage the Problem lifecycle from the identification of a problem candidate through to the removal or mitigation of the underlying error.
- Coordinate operational groups and stakeholders through conference bridges and other communication channels to support timely service restoration and root cause analysis.
- Ensure Incident and Problem notifications are clear, accurate and delivered to appropriate stakeholders within agreed service levels.
- Initiate functional and hierarchical escalations when required to support the achievement of service-level commitments.
- Maintain accurate and current ITSM worklogs throughout the Incident and Problem lifecycles.
- Ensure proposed solutions are reviewed and approved by relevant stakeholders, recorded in the ITSM tool and implemented in accordance with Change Management processes.
- Produce high-quality Incident and Problem Management reports incorporating statistical charts, tables and clearly articulated analysis.
- Produce and contribute to incident reports associated with the Major Incident Management service.
- Work with Service Desk Team Leaders, support groups and Service Delivery Managers to ensure processes continue to meet customer requirements.
- Conduct ongoing trend analysis to support existing investigations, reporting and the proactive identification of new problem candidates.
- Advise Incident Management colleagues on available workarounds relating to active problem investigations and known errors.
About you
You are an analytical and proactive IT service-management professional who can bring people together, maintain momentum during complex investigations and communicate effectively with both technical and management stakeholders.
You will bring:
- At least three to four years’ experience in IT service support management within the outsourcing industry.
- A strong understanding of ITIL processes.
- Experience in Incident Management, Problem Management or both.
- Working knowledge of ITSM tools and service-management records.
- Experience facilitating and leading meetings with technical and business stakeholders.
- Strong written and verbal communication skills.
- The ability to analyse operational data and identify emerging or recurring trends.
- Demonstrated reporting capability across written, analytical and statistical information.
- A structured, analytical approach to investigation and problem solving.
- A strong customer focus and commitment to high-quality service delivery.
- The ability to prioritise competing workloads and manage activities against service-level requirements.
- A proactive mindset and practical, solutions-focused attitude.
- Confidence engaging with stakeholders at all levels, including technical specialists and management.
Preferred
- Direct Incident and Problem Management experience.
- A recognised ITIL certification.
- Experience producing root cause analysis, Major Incident reports or service-management trend reports.
Why Fujitsu?
We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.
- We put people first. We believe in the power of diversity to drive innovation and our AWEI (Australian Workplace Equality Index) Platinum Employer status, and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
- We offer tailored career paths across our global organization to support your professional and personal growth.
- Our customers trust us. We have an excellent reputation across the region and globally.
- Best in-class reward and recognition programs flexible work, volunteering leave, and more.
- We live our values of aspiration, trust, and empathy, all day, every day.
Commitment to Diversity, Equity and Inclusion
As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity, and inclusion strategy, we highly welcome applications from women and gender-diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; veterans, Australian Defence Force (ADF) and emergency responders. Transgender and gender-diverse applicants can request a copy of our Frequently Asked Questions to assist with the recruitment journey.
If you don't tick every box in this job description, please don't rule yourself out. Research suggests that underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email careersapac@fujitsu.com.
Search Firm Representatives – PLEASE READ:
Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.
For Security Cleared Roles – PLEASE NOTE:
Due to the inherent requirements of the role, candidates must be Australian Citizens and hold an Australian Federal Government Security Clearance. The role will or will likely involve access to controlled technology and must satisfy additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations. As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries, or are not of Australian national origin. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI2020-672 (ACT).