Senior Major Incident & Problem Manager

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

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.