Senior Major Incident & Problem Manager

Fujitsu Limited; City of Melbourne; On-site; AUD 110,000 - 150,000; Full time

Job summary

Fujitsu Limited in Melbourne is hiring a Major Incident & Problem Specialist to lead end-to-end incident and problem management. You will coordinate ITIL-aligned processes, liaise with technical teams, and produce insightful reports to drive continual service improvement.

The role focuses on high-priority incidents, service restoration, and stakeholder communications, with opportunities to influence changes and improve ITSM maturity within a global tech leader.

Qualifications

• 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.

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.

Skills

Incident management

Major incident management

ITIL practices

Stakeholder communication

ITSM tools

Analytical skills

Trend analysis

Reporting

Customer focus

Problem management

Cross-functional collaboration

Education

ITIL certification

Job description

Fujitsu Limited in Melbourne is hiring a Major Incident & Problem Specialist to lead end-to-end incident and problem management. You will coordinate ITIL-aligned processes, liaise with technical teams, and produce insightful reports to drive continual service improvement.

The role focuses on high-priority incidents, service restoration, and stakeholder communications, with opportunities to influence changes and improve ITSM maturity within a global tech leader.