Major Incident Specialist

6 days ago

Canberra, Australia Fujitsu Full time

**Major Incident Specialist**

**We are Fujitsu**

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

**About the role**

**About you**

Responsibilities and Accountabilities:

- Delivery of Incident and Problem Management Services to the highest standards in order to maintain and improve customer satisfaction.
- Develop and maintain strong lines of communication with customers and ensure all stakeholders are informed throughout the problem and incident resolution process.
- Management of the incident lifecycle from identification through to resolution and restoration of service.
- Coordination of technical teams and stakeholders in order to fulfill customer requests and ensure the highest possible service.
- Production and review of quality Incident and problem management reports and documentation.
- On-going analysis of existing and previous cases in order to provide continuous service improvement.

Requirements and Experience:

- Minimum 3-4 years in IT Service Support Management in the outsourcing industry. Incident and Problem Management experience preferable.
- Strong understanding of ITIL processes, preferably with recognised certification
- Proven experience with facilitating and leading meetings.
- Excellent verbal and written communication skills
- Knowledge of ITSM tools
- Analytical and problem-solving approach
- Ability to identify trends in data
- Demonstrate good reporting skills written, analytical and statistical.
- Strong customer focused approach
- ** Must hold current or reinstatable AGSVA Clearance**

**Why Fujitsu?**

We are an organization 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 Work180 accreditation, AWEI (Australian Workplace Equality Index) 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 organization 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.**

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