AddressMajor Incident & Problem Specialist
Lidcombe location
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
Provide end-to-end Management of all HPI incidents so that service is restored as quickly as possible within SLA. Ensure that all outages are communicated to relevant stakeholders and make sure that the Resolver groups are driving for resolution on all high priority incidents.
Key Accountabilities:
- The Major Incident Management service is provided 24 x 7.
- The Successful candidate will need to communicate details of the HPI Incident and subsequent updates to the Customer.
- Communicate details of the HPI Incident and subsequent updates to Fujitsu Management.
- Escalate all issues to Fujitsu management.
- Adhere to the requirements of the Customer contract with regard to SLAs and notifications.
- Provide details of potential Problem cases to Problem Management.
- Produce Severity 1 (and where required, Severity 2) Incident Reports for the Customer.
- Document and manage all recommendations provided in the Severity 1 Incident Reports.
- Provide a report on a monthly basis to the Service Delivery managers on the status of there commendations contained in the Severity 1 & 2 Incident Reports.
- Ensure that the work logs, of all HPI Incidents are updated with its progress.
- Liaise with the Service Desk Team Leaders, Support Groups and Service Delivery Managers to ensure that the process meets the Customers' requirements
About you
- Minimum 3-4 years in IT Service Support Management in the outsourcing industry.
- Demonstrate excellent verbal skills.
- Demonstrate an analytical problem-solving approach.
- Demonstrate good reporting skills written, analytical and statistical.
- Interact with all levels of staff including technical and management.
- Customer Service Skills.
- Have worked within an ITIL Framework.
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 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.
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. Transgender and gender diverse applicants can also access our Frequently Asked Questions to assist with the recruitment journey.
If you don't tick every box in this , 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.
