MS - Ops Lead Intern (6 months)

AHEAD; Gurugram District; On-site; INR 550,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Flexible work

Learning & development

Wellness programs

Retirement benefits

Inclusive culture

Job summary

AHEAD is seeking an enthusiastic Operations Lead in Gurugram, India for end-to-end IT service delivery operations. The role offers hands-on experience in incident, request, and change management under experienced professionals.

Ideal candidates are 2026 graduates with a Bachelor's in IT/CS, familiarity with ITIL, and a willingness to learn across tools like ServiceNow, Remedy, and Jira. The position supports 24/7 operations and focuses on service quality and continuous improvement.

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 and 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.

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 shifts.
• 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.

Skills

Analytical skills

Communication

Stakeholder mgmt

Calm under pressure

Attention to detail

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Remedy

Jira

Job description

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.

AtAHEAD, 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,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived.

We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD.

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/SLOadherence;monitorticket queues, backlog, and aging items fortimelyclosure

• Conduct ticket audits for quality and documentation compliance; support problem management and root-cause activities

• Assistchange 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;demonstrateaccountability 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 opportunitiesto support continuous growth and upskilling
• Employee wellness initiativesand programs focused on physical and mental well-being
• Retirement and statutory benefitsin line with India regulations
• Inclusive and people-first culture, with a strong focus on collaboration and ownership