Major Incident & Problem Management Lead

Asia Pacific Region; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible work

Volunteer leave

Career development

Be Completely You

Job summary

Fujitsu Australia is seeking an experienced Major Incident & Problem Manager to join our Service Management team. You will own end-to-end Incident and Problem records, drive timely restoration, and coordinate technical teams across multiple locations in Australia.

The role emphasizes ITIL-aligned processes, stakeholder communication, trend analysis, and continual service improvement, with reporting and escalation responsibilities as needed.

Qualifications

• 3-4+ years in IT service support management in outsourcing or managed services.
• Experience in Incident Management with Major Incident exposure.
• Strong ITIL understanding and service management practices.

Responsibilities

• Deliver Incident and Problem Management services per SLAs and ITIL.
• Manage the full Incident lifecycle from engagement to restoration.
• Oversee the Problem lifecycle from identification to mitigation.
• Coordinate technical teams and stakeholders via channels and bridges.
• Ensure clear, timely stakeholder communications and notifications.
• Escalate as needed to meet resolution objectives and SLA commitments.
• Maintain updates in ITSM platforms throughout lifecycles.
• Document, review, approve, and implement changes per Change Management.
• Produce reports with statistics, trends, and service insights.
• Lead major incident reports and post-incident documentation.
• Foster strong relationships with Service Desk and delivery teams.
• Conduct proactive trend analysis for recurring issues and risks.
• Provide guidance on known errors to Incident Management teams.

Skills

Incident Management

Major Incident Mgmt

ITIL knowledge

Stakeholder communication

Root cause analysis

Change Management

Data analysis

Agile / ITSM

Job description

Fujitsu Australia is seeking an experienced Major Incident & Problem Manager to join our Service Management team. You will own end-to-end Incident and Problem records, drive timely restoration, and coordinate technical teams across multiple locations in Australia.

The role emphasizes ITIL-aligned processes, stakeholder communication, trend analysis, and continual service improvement, with reporting and escalation responsibilities as needed.