Job Title: Major Incident Management Lead
Job Location: Hinjewadi Phase 1, Pune (WFO)
Experience: 3+Years
Shift: Rotational shift 24*7
Qualification: Any Graduate
Job Description
Futurism is seeking an experienced ITSM & Major Incident Management professional with 3+ years of experience in ITSM, Major Incident Management, Service Operations, or IT Infrastructure Support. The role involves managing P1/P2 incidents, driving RCA/PIR activities, ensuring SLA compliance, supporting endpoint operations, and improving service delivery through ITIL best practices.
Job Responsibilities
Lead and coordinate P1/P2 Major Incidents and act as the primary SPOC during critical outages.
Drive incident resolution, escalations, RCA, and Post Incident Reviews (PIR).
Manage Incident, Problem, Change, and Request processes using ServiceNow/BMC Remedy.
Monitor SLA compliance and support continuous service improvement initiatives.
Manage IT asset lifecycle, inventory, compliance, onboarding, and offboarding activities.
Support endpoint management using Intune, SCCM, and Windows Autopilot.
Collaborate with stakeholders, vendors, and technical teams to ensure operational excellence.
Skills Required
ITIL Framework, Incident Management, Problem Management, Change Management
Major Incident Management (P1/P2) & Escalation Management
IT Asset Management (ITAM) & Asset Lifecycle Management
ServiceNow, BMC Remedy
Microsoft Intune, SCCM, Windows Autopilot
Nexthink, Active Directory, Windows Server Administration
SLA Management, Service Operations & Service Delivery
Strong Stakeholder Management, Communication, and Problem-Solving skills
