AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

The Network Administrators are responsible for monitoring of client infrastructure with provided tools, incident management including triage, response and escalation of incidents based on severity, service request management and change management for Managed Services customers.

Key Responsibilities

Monitor customer network and IT infrastructure
Incident management via ITIL based ITSM (ServiceNow)
Answer phone calls from select client contacts to open new or check status of existing incidents
Performs troubleshooting of a network related alerts/incidents and escalate to appropriate teams as needed
Performs troubleshooting of a variety of other infrastructure platform issues, such as but not limited to:
Server – Windows/Unix/Linux
Backup/Replication
Cloud
Exchange/O365 server issues
Performs troubleshooting with carriers and 3rd party vendors regarding network hardware and circuit issues
Utilizes a variety of system and event management tools and procedures to respond and resolve internal and external customer issues
Performs analysis of event management system alerts to ensure devices are tuned properly
Follow specific Standard Operating Procedures (SOP), Work Instructions, and operations Run Books to perform network tasks on behalf of customers, including (but not limited to) IOS upgrade, switchport shut/no-shut, etc.
Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer's expectations and within the agreed Service Level Agreement (SLA)
Communicates frequently with Client team(s), engineers/architects, Team Leads, and hardware/software vendors during incident resolution
Create and maintain system and process documentation in appropriate knowledgebase.
Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
Assist with cross training of other NOC team members as needed.

Skills Required

At least 3+ years of operational experience in multiple technologies, including all the following:
Networking technologies including (but not limited to) Firewalls, Routers, switches and wireless technologies; Cisco and/or Palo Alto preferred.
Experience with general technologies such as servers, storage, virtualization and cloud
Proficient use of all Microsoft Office applications
Experience working with an ITIL based ticketing system tool – ServiceNow helpful
Experience with at least one IT observability/monitoring tool or technology (Elastic,LogicMonitor, Solar Winds, etc)
Experience with Elastic observability strongly preferred

Certifications

One of the following certifications is preferred:
Elastic Observability (ECOE)
Logic Monitor Certified Associate (LMCA)
Microsoft Certified Solutions Expert (MCSE)
Microsoft Certified Professional (MCP)
Red Hat Certified System Administrator (RHCSA)
Linux Certified Administrator (LCA)
Cisco Certified Associate (CCNA)

Why AHEAD

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

India Employment Benefits Include

Comprehensive health insurance coverage for employees, with options to extend coverage to dependents

Paid time off and company holidays, along with additional leave benefits as per policy

Flexible work arrangements, supporting work-life balance

Learning and development opportunities to support continuous growth and upskilling

Employee wellness initiatives and programs focused on physical and mental well-being

Retirement and statutory benefits in line with India regulations

Inclusive and people-first culture, with a strong focus on collaboration and ownership

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

NOC Analyst