Senior Major Incident & Problem Specialist

Senior major incident & problem specialist

We are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity 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 are inclusive. As a responsible business, it is important to us that we reflect the diversity of our society and customers. Globally, Fujitsu is not only a Disability Confident company, a Times Top 50 employer for Women, and a signatory for the Race at Work Charter. We are also committed to the United Nations Sustainable Development Goals and in Australia we have been recognised as an AWEI Bronze employer for our LGBTI+ inclusion. We also have specific inclusion efforts with First Nations Peoples in New Zealand through our Maori and Pacific Peoples Inclusion Plan and in Australia with our Reconciliation Action Plan.

We are people centric. This means we care about our people (and their families and communities) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours, location, or a flexible approach to their working day.

We want you to thrive. If working for a progressive organisation, with a continuing commitment to diversity and inclusion is important, you should apply.

Shape your world and achieve together

Recent growth in our teams has brought an opportunity in the form of a brand-new role in our high priority incident (HPI) and problem management team. In this role you shall:

• Deliver incident and problem management services to agreed service levels, aligned to Fujitsu processes and procedures and the ITIL framework.
• Ensure notifications and communications related to assigned Incidents and Problems are of a high standard and delivered to the appropriate stakeholders in line with agreed service level agreements.
• Manage the incident lifecycle, from engagement through to service restoration and resolution of the incident.
• Manage the Problem lifecycle, from identification of a candidate through to removalmitigation of the underlying error.
• Ensure service restoration /root cause analysis is achieved to a high standard within agreed service level timeframes.
• Initiate functional and hierarchical escalations as required to ensure achievement of service level agreements.
• Co-ordinate technical resources.
• Update ITSM records
• Deliver effective communication to stakeholders

Reporting to the team leader of the New Zealand HPI & problem management team, this role will be based in our modern Auckland office. The senior major incident & problem specialist based in New Zealand is required to work business hours, generally a 8.5 hour period between 7am and 8pm, and be available for on-call on a rotational basis (including public holidays)

Building your own path to success

To be successful in this role, the essential competencies are:

• Minimum 5 years demonstrated experience in IT service support management in the outsourcing industry.
• Strong understanding of ITIL processes, preferably ITIL V3 foundations certified.
• Knowledge of ITSM tools.
• Advanced Microsoft office skills with focus on Excel.
• Proven experience with facilitating and leading meetings.
• Analytical and problem-solving approach.
• Great understanding of service management functions.
• Excellent trend analysis and data manipulation skills.
• Ability to prioritise workload.
• Proactive mindset and can-do attitude are essential.
• Excellent communication skills.
• Strong customer focused approach.

If you are an IT professional with experienced in the above-mentioned competencies and are ready to expand your professional horizons and take the next step in your career journey, we wish to hear from you.

Apply now!