Major Incident & Problem Specialist

Fujitsu Careers; Cumberland; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Be Completely You

AWEI Gold Employer status

Flexible work arrangements

Volunteering leave

Job summary

Fujitsu invites an experienced Major Incident & Problem Manager to join our Service Management team in Australia. You will lead end-to-end Incident and Problem records, drive root cause analysis, and coordinate technical and stakeholder communications to restore services quickly.

You will apply ITIL best practices, manage escalations, produce reports, and support continual service improvement while collaborating with Service Desk and delivery teams across our Australian operations.

Qualifications

• 3-4+ years in IT service support management in outsourcing/managed services.
• Experience in Incident Management with Major Incident exposure.
• Strong ITIL knowledge and service management practices.
• Experience facilitating operational, technical, and stakeholder meetings.

Responsibilities

• Deliver Incident and Problem Management services per SLAs and ITIL.
• Manage complete Incident lifecycle from engagement to restoration.
• Manage complete Problem lifecycle from identification to mitigation.
• Coordinate technical teams and stakeholders to expedite restoration and root-cause analysis.
• Maintain updates in ITSM platforms across lifecycles.
• Document, review, and implement changes per Change Management.
• Produce reports with statistics, trends, and service insights.

Skills

Incident Management

Major Incident Management

ITIL processes

Stakeholder communication

Data analysis

Problem Management

Service Management

ITSM tooling

Education

ITIL certification

Tools

ITSM tools

Job description

Location Flexibility: Multiple Locations in Country

Posting Start Date: 8/4/26

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.

This is an excellent opportunity for a service management professional who thrives in fast-paced operational environments and is passionate about delivering exceptional customer outcomes.

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

• 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.
• 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.

Why Fujitsu?

• We are an organisation 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 Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
• We offer tailored career paths across our global organisation 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 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 [e-mail] 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 [e-mail] .

For Security Cleared Roles - PLEASE NOTE

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.