About the role
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