Incident & Problem Manager: Major Outage Leader

Fujitsu Limited; Australia; Remote; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Flexible work

Be Completely You

Job summary

Fujitsu Australia Limited is seeking an experienced Major Incident & Problem Manager to lead end-to-end Incident and Problem management within a fast-paced service delivery environment.

You will oversee lifecycle management, coordinate cross-functional teams, and drive root-cause analysis to enable rapid service restoration and continuous improvement. Applicants should demonstrate strong ITIL knowledge and excellent communication skills.

Qualifications

• Proven experience in Incident and Major Incident Management.
• Strong ITIL knowledge and service management practices.
• Experience facilitating and leading meetings with technical and business stakeholders.
• Excellent written and verbal communication skills.
• Experience using ITSM tools to track incidents and problems.
• Proactive trend analysis and reporting skills.

Responsibilities

• Deliver Incident and Problem Management services per SLAs and ITIL.
• Manage end-to-end Incident lifecycle from engagement to restoration.
• Oversee Problem lifecycle from identification through mitigation.
• Coordinate technical teams and stakeholders to expedite service restoration.
• Ensure timely stakeholder communications and notifications per SLAs.
• Drive escalations to meet resolution objectives and SLA commitments.
• Maintain accurate updates in ITSM platforms throughout lifecycles.
• Ensure changes are documented and approved per Change Management.
• Produce Incident and Problem reports with trend analysis and insights.
• Lead major incident reports and post-incident documentation.
• Build strong relationships with Service Desk and Delivery teams.
• Conduct proactive trend analysis to identify recurring issues and risks.

Skills

Incident Management

Major Incident

ITIL

Stakeholder communication

ITSM tools

Problem Management

Job description

Fujitsu Australia Limited is seeking an experienced Major Incident & Problem Manager to lead end-to-end Incident and Problem management within a fast-paced service delivery environment.

You will oversee lifecycle management, coordinate cross-functional teams, and drive root-cause analysis to enable rapid service restoration and continuous improvement. Applicants should demonstrate strong ITIL knowledge and excellent communication skills.