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- Tasks: Lead and resolve Major Incidents while exceeding customer expectations.
- Company: Fujitsu is a diverse Japanese company committed to fairness and inclusion.
- Benefits: Flexible work options, competitive pay, and overtime for on-call support.
- Why this job: Join a dynamic team where your analytical skills make a real impact.
- Qualifications: Customer-facing experience, strong communication skills, and incident management knowledge required.
- Other info: Participate in a 24/7 support rota and work from home or office.
The predicted salary is between 43200 - 72000 £ per year.
We are looking for a Major Incident Manager to manage Major or High Priority Incidents to resolution, demonstrating ownership of all aspects of the resolution of the Incident and exceeding customer expectations when delivering the service.
Your role will involve:
- Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls.
- Ensuring all communications are timely providing key stakeholder management information.
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.
- Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.
- Being accountable for resolving the outage via workaround or permanent fix.
- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post Major Incident reviews.
- Supporting and nurturing service process and knowledge base improvements.
- Continually maintaining and developing tools and resources to manage Major Incidents effectively.
- Providing periodic Major Incident metrics reports.
- Being a role model for the team and openly demonstrating the correct behaviours and practices when managing a Major / High Priority Incident.
- Working on a weekly shift pattern between 08:00 and 18:00 either via an office location or home as per FJ Work your way.
- Mandatory participation in our out-of-hours rota providing 24×7 * 365 support whilst receiving TSB and overtime as a result of a call out.
Your experience:
- A proven track record in a customer facing role.
- Highly analytical.
- Incident Management knowledge and experience demonstrating understanding of both SLA & KPI.
- Exceptional written and verbal communication skills.
- Able to communicate with senior management and translate a technical issue to business language including immediate impact and risk to business.
- Meticulous attention to detail.
- Exceptional meeting management skills.
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 more 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 self to work. We call this Be Completely You.
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Major Incident Manager employer: Fujitsu Limited
Contact Detail:
Fujitsu Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager
✨Tip Number 1
Familiarize yourself with incident management frameworks and methodologies. Understanding ITIL or similar frameworks can give you a solid foundation to discuss your approach to managing major incidents during the interview.
✨Tip Number 2
Prepare examples from your past experiences where you successfully managed high-priority incidents. Be ready to explain how you led teams, communicated with stakeholders, and resolved conflicts to achieve positive outcomes.
✨Tip Number 3
Showcase your analytical skills by discussing how you measure success in incident management. Be prepared to talk about KPIs and SLAs you've worked with and how you used data to improve processes.
✨Tip Number 4
Demonstrate your communication skills by practicing how to translate technical issues into business language. This will be crucial when interacting with senior management and ensuring they understand the impact of incidents.
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of a Major Incident Manager. Highlight your experience in managing high-priority incidents and how you've exceeded customer expectations in previous roles.
Tailor Your CV: Customize your CV to reflect your incident management experience, focusing on your analytical skills, communication abilities, and any relevant metrics you've achieved. Use specific examples that demonstrate your capability in leading investigations and managing stakeholders.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for incident management and your alignment with Fujitsu's values. Mention your ability to communicate technical issues in business language and your meticulous attention to detail.
Prepare for Potential Questions: Anticipate questions related to your experience with SLA & KPI, conflict resolution, and meeting management. Be ready to discuss specific incidents you've managed and the outcomes, demonstrating your problem-solving skills and leadership qualities.
How to prepare for a job interview at Fujitsu Limited
✨Showcase Your Incident Management Experience
Be prepared to discuss your previous experience in managing major incidents. Highlight specific examples where you successfully resolved high-priority issues, demonstrating your understanding of SLAs and KPIs.
✨Communicate Clearly and Effectively
Since exceptional communication skills are crucial for this role, practice explaining technical issues in simple terms. Be ready to demonstrate how you can communicate with both technical teams and senior management.
✨Demonstrate Leadership and Collaboration Skills
Prepare to discuss how you've led investigation activities and facilitated meetings in the past. Share examples of how you formed collaborative action plans and managed conflicts to drive resolution.
✨Emphasize Attention to Detail
Given the meticulous nature of the role, be ready to provide examples that showcase your attention to detail. Discuss how you maintain accurate documentation and reports, and how this has positively impacted your previous roles.
