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.
We are looking for an enthusiastic Operations Lead to support end-to-end IT service delivery operations. This entry-level role offers hands-on experience in incident, request, and change management alongside seasoned professionals — ideal for someone eager to learn ITIL best practices, detail-oriented, and passionate about delivering great service.
Key Responsibilities
- Support IT service operations aligned with ITIL best practices under senior guidance, covering Incidents, Service Requests, Problems, and Changes
- Review the dashboards actively
- Ensure that all (P1/P2) are being driven in a proper manner and we have the required engineers on the
- Support SLA/SLO adherence; monitor ticket queues, backlog, and aging items for timely closure
- Conduct ticket audits for quality and documentation compliance; support problem management and root-cause activities
- Assist change management (documentation, risk logging, scheduling) and prepare SLA/incident dashboards
- Participate in service review meetings and collaborate cross-functionally (Infrastructure, Network, Security, Virtualization, VDI, Windows/Linux)
- Work within shift schedules supporting 24/7 coverage; contribute to continuous improvement efforts
- Participate in coaching and skill development; demonstrate accountability and ownership in all tasks
- Looking for 2026 graduates.
Required Skills & Qualifications
- Bachelor's degree in IT, Computer Science, or related field
- 0–1 year of experience in ITSM/Operations or related role (internships/academic projects welcome)
- Basic awareness of ITIL processes; familiarity with ticketing tools (ServiceNow, Remedy, Jira) or willingness to learn
- Strong analytical, communication, and stakeholder management skills; able to stay calm during high-priority incidents
- Preferred: exposure to enterprise/managed services, MS Excel/Word, and infrastructure domains (network, server, cloud, security)
- KPIs: SLA compliance
- MTTR
- recurring incidents & backlog reduction
- audit scores
- change success rate
- CSAT
- team engagement
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.
