About the Opportunity
We are seeking an experienced Major Incident & Problem Manager to join our Service Management team. At the time of appointment, the primary focus of this role will be the management of high-priority and major incidents, ensuring timely service restoration, effective stakeholder communication, and coordination of technical teams. The role will also support Problem Management activities, driving root cause analysis, trend identification, and continual service improvement initiatives.
About the Role
As a Major Incident & Problem Manager, you will be responsible for the end-to-end management of Incident and Problem records, ensuring alignment with Fujitsu processes, service level agreements, and ITIL best practice.
Key Responsibilities
- Deliver Incident and Problem Management services in accordance with agreed service levels, Fujitsu processes, and the ITIL framework.
- Manage the complete Incident lifecycle, from engagement and escalation through to restoration of service and resolution.
- Manage the complete Problem lifecycle, from identification and investigation through to mitigation or elimination of the underlying cause.
- Coordinate technical teams, operational groups, and stakeholders via communications channels and conference bridges to expedite service restoration and root cause analysis activities.
- Ensure all stakeholder communications and notifications are clear, timely, and delivered in accordance with agreed service levels.
- Drive functional and hierarchical escalations where required to achieve resolution objectives and SLA commitments.
- Maintain accurate and comprehensive updates within ITSM platforms throughout Incident and Problem lifecycles.
- Ensure proposed solutions are documented, reviewed, approved, and implemented in accordance with Change Management processes.
- Produce high-quality Incident and Problem Management reports, including statistical analysis, trend reporting, and service insights.
- Contribute to and lead the production of Major Incident reports and post-incident documentation.
- Build strong working relationships with Service Desk leaders, Service Delivery Managers, and technical support teams to ensure customer requirements are met.
- Conduct proactive trend analysis to identify recurring issues, emerging risks, and new Problem candidates.
- Provide guidance on known errors and workarounds to Incident Management teams and stakeholders.
About You
Essential Skills & Experience
- Minimum 3-4 years' experience in IT Service Support Management within an outsourcing or managed services environment.
- Demonstrated experience in Incident Management, with exposure to Major Incident Management.
- Strong understanding of ITIL processes and service management practices.
- Experience facilitating and leading operational, technical, and stakeholder meetings.
- Excellent written and verbal communication skills.
- Experience working with IT Service Management (ITSM) tools.
- Strong analytical and problem-solving skills.
- Ability to identify patterns and trends within operational data.
- Experience producing reports, metrics, and service analysis.
- Strong customer-focused mindset with a commitment to service excellence.
- Proactive approach with a positive, solutions-focused attitude.
- Ability to prioritise competing demands in a dynamic environment.
- Proven ability to engage effectively with both technical teams and senior business stakeholders.
Desirable Experience
- Problem Management experience in a complex enterprise environment.
- ITIL certification or other recognised Service Management qualifications.
- Experience managing Major Incidents within large-scale managed services environments.
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Why Fujitsu?
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 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; and veterans and emergency responders. Applicants who identify as transgender or gender diverse can contact careersapac@fujitsu.com for 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 women and other people in 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.
Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a 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). 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. |