Team Lead, CAD

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

We are seeking a
Team Lead
for our Computer Aided Dispatch team. This role provides advanced technical leadership within the team, bridging the gap between frontline analysts and supporting the contract for the Practice Lead.

The Team Lead will take ownership of complex issues, ensuring timely and effective resolution, while also mentoring and enabling analysts to grow their technical capability within the team.

Candidates who have progressed through hands-on technical roles and developed into senior positions where they have been accountable as the final escalation point and where "the buck stops", will be highly regarded. This background demonstrates the resilience, accountability, and focus required to succeed in this role.

This role is
on-site
working from the customer's office and is based in Canberra. Australian Citizenship is mandatory. Current or reinstatable AGSVA Baseline Security clearance or ability to obtain.

Responsibilities

Technical Leadership & Delivery

• Act as the primary technical escalation point for analysts, providing Level 2/3 expertise across applications and currently deployed Fujitsu provided integrations
• Manage, the resolution of, at times, complex incidents, problems, and changes, ensuring adherence to agreed change control and release processes of the customer
• Lead system and application administration activities, including monitoring, patching, and performance optimisation.

Service & Operational Excellence

• Ensure technical aspects of service delivery meet contractual SLAs and quality standards.
• Collaborate with the Practice Lead on risk, issue, and problem management, providing technical input and remediation plans.
• Manage, internal audits, customer satisfaction reviews, and reporting by contributing technical insights and ensuring operational tasks are completed on time.
• Drive continuous improvement by identifying and implementing technical efficiencies and proactive service enhancements.
• Identify early and escalate technical issues outside of the scope of your capabilities to the National Support Team.

Team Enablement & Mentorship

• Provide guidance, mentoring, and knowledge transfer to analysts, raising overall team capability.
• Review technical work and solutions produced by support analysts, ensuring accuracy and quality.
• Assist in training and developing team members on new tools, systems, and best practices defined by Fujitsu Global.
• Support resource planning by ensuring coverage of technical skills within the team.

Collaboration & Growth

• Work closely with the Practice Lead to align technical execution with business and customer objectives.
• Identify opportunities for service or solution improvements that could expand value to customers.

Requirements and Experience

• 7+ years' experience in customer facing technical Service Delivery role.
• Strong background in vendor oversight.
• Strong application support and delivery background.
• Computer Aided Dispatch (CAD) or emergency services experience (highly regarded but not essential).
• Strong negotiation skills and the ability to know when to employ them.
• Australian Citizenship is mandatory.

Technical Competencies:

Essential:

• Microsoft Windows Server administration (Win Svr 2012 R2 to 2022)
• SQL Database experience (including scripting and reporting).
• IIS Web Hosting experience.
• High competency of Wireshark or Microsoft Network Viewer.
• SSL Certificate deployment and management.
• Configuration management.
• Application management.
• Business analysis techniques.
• Exceptional technical troubleshooting skills.
• Strong understanding of networking principles.
• Strong understanding of UTM and End-Point behaviours.

Highly Regarded:

• Current or reinstatable AGSVA Baseline Security clearance or ability to obtain.
• Understanding of software development.
• Understanding of basic electronics principles (IoT devices, audio amplifiers, basic PCB knowledge, fuses, circuits, voltage and amperage concepts.).
• Proven Technical writing skills.

Non-Technical Competencies:

• Proven time management skills.
• Exceptional people coordination in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Incident and change management skills.
• Knowledge capturing and coordination.
• Highly developed analytical and problem-solving skills.
• Effective communication skills.
• Ability to develop an understanding of the business and culture of Emergency Service organisations.

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 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.

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 highly 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; veterans, Australian Defence Force (ADF) and emergency responders
. Transgender and gender-diverse applicants can request 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 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

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.

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 NI ACT).