Major Incident & Problem Specialist

About the Opportunity

We are seeking an experienced Major Incident & Problem Manager to join our Service Management team. At the time of appointment, the primary focus of this role will be the management of high-priority and major incidents, ensuring timely service restoration, effective stakeholder communication, and coordination of technical teams. The role will also support Problem Management activities, driving root cause analysis, trend identification, and continual service improvement initiatives.

This is an excellent opportunity for a service management professional who thrives in fast-paced operational environments and is passionate about delivering exceptional customer outcomes.

About the Role

As a Major Incident & Problem Manager, you will be responsible for the end-to-end management of Incident and Problem records, ensuring alignment with Fujitsu processes, service level agreements, and ITIL best practice.

Key Responsibilities

• Deliver Incident and Problem Management services in accordance with agreed service levels, Fujitsu processes, and the ITIL framework.
• Manage the complete Incident lifecycle, from engagement and escalation through to restoration of service and resolution.
• Manage the complete Problem lifecycle, from identification and investigation through to mitigation or elimination of the underlying cause.
• Coordinate technical teams, operational groups, and stakeholders via communications channels and conference bridges to expedite service restoration and root cause analysis activities.
• Ensure all stakeholder communications and notifications are clear, timely, and delivered in accordance with agreed service levels.
• Drive functional and hierarchical escalations where required to achieve resolution objectives and SLA commitments.
• Maintain accurate and comprehensive updates within ITSM platforms throughout Incident and Problem lifecycles.
• Ensure proposed solutions are documented, reviewed, approved, and implemented in accordance with Change Management processes.
• Produce high-quality Incident and Problem Management reports, including statistical analysis, trend reporting, and service insights.
• Contribute to and lead the production of Major Incident reports and post-incident documentation.
• Build strong working relationships with Service Desk leaders, Service Delivery Managers, and technical support teams to ensure customer requirements are met.
• Conduct proactive trend analysis to identify recurring issues, emerging risks, and new Problem candidates.
• Provide guidance on known errors and workarounds to Incident Management teams and stakeholders.

About You

Essential Skills & Experience

• Minimum 3-4 years' experience in IT Service Support Management within an outsourcing or managed services environment.
• Demonstrated experience in Incident Management, with exposure to Major Incident Management.
• Strong understanding of ITIL processes and service management practices.
• Experience facilitating and leading operational, technical, and stakeholder meetings.
• Excellent written and verbal communication skills.
• Experience working with IT Service Management (ITSM) tools.
• Strong analytical and problem-solving skills.
• Ability to identify patterns and trends within operational data.
• Experience producing reports, metrics, and service analysis.
• Strong customer-focused mindset with a commitment to service excellence.
• Proactive approach with a positive, solutions-focused attitude.
• Ability to prioritise competing demands in a dynamic environment.
• Proven ability to engage effectively with both technical teams and senior business stakeholders.

Desirable Experience

• Problem Management experience in a complex enterprise environment.
• ITIL certification or other recognised Service Management qualifications.
• Experience managing Major Incidents within large-scale managed services environments.