Ops Lead Intern – 6 months

Jobtailor; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Jobtailor in India is seeking a motivated ITSM Operations professional to support incidents, requests, problems, and changes under senior guidance. You will review dashboards, ensure SLA adherence, and engage the right engineers for P1/P2 incidents.

This entry-level role emphasizes ITIL practices, cooperation with Infrastructure, Network, and Security teams, and participation in continuous improvement and coaching within a 24/7 shift model.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field is required.
• 0–1 year of experience in ITSM/Operations or related role; internships and academic projects welcome.
• Looking for 2026 graduates.
• Basic awareness of ITIL processes.
• Familiarity with ticketing tools such as ServiceNow, Remedy, or Jira, or willingness to learn.
• Strong analytical, communication, and stakeholder management skills.
• Ability to stay calm during high-priority incidents.
• Preferred exposure to enterprise/managed services, MS Excel/Word, and infrastructure domains.
• Ability to work within shift schedules supporting 24/7 coverage.
• KPI awareness: SLA compliance, MTTR, recurring incidents and backlog reduction, audit scores, change success rate, CSAT, and team engagement.

Responsibilities

• Support IT service operations aligned with ITIL best practices under senior guidance across Incidents, Service Requests, Problems, and Changes.
• Review dashboards actively and ensure P1/P2 incidents are engaged with required engineers.
• Support SLA/SLO adherence; monitor ticket queues, backlog, and aging items for timely closure.
• Conduct ticket audits for quality and documentation compliance.
• Assist problem management and root-cause activities; support change management through documentation and risk logging.
• Prepare SLA and incident dashboards; participate in service review meetings.
• Collaborate cross-functionally with Infrastructure, Network, Security, Virtualization, VDI, Windows/Linux teams.
• Work within shift schedules supporting 24/7 coverage; contribute to continuous improvement and coaching.

Skills

ITIL Best Practices

Incident Management

Analytical Skills

Stakeholder Management

Communication Skills

Collaboration

Calm Under Pressure

Accountability

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Remedy

Jira

MS Excel

MS Word

Job description

Job Responsibilities

• Support IT service operations aligned with ITIL best practices under senior guidance, covering Incidents, Service Requests, Problems, and Changes
• Review dashboards actively
• Ensure P1/P2 incidents are driven properly and required engineers are engaged
• 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 through documentation, risk logging, and scheduling
• Prepare SLA and incident dashboards
• Participate in service review meetings
• Collaborate cross-functionally with Infrastructure, Network, Security, Virtualization, VDI, Windows/Linux teams
• 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

Requirements

• Bachelor's degree in IT, Computer Science, or related field
• 0–1 year of experience in ITSM/Operations or related role; internships and academic projects welcome
• Looking for 2026 graduates
• Basic awareness of ITIL processes
• Familiarity with ticketing tools such as ServiceNow, Remedy, or Jira, or willingness to learn
• Strong analytical, communication, and stakeholder management skills
• Ability to stay calm during high-priority incidents
• Preferred: exposure to enterprise/managed services, MS Excel/Word, and infrastructure domains including network, server, cloud, and security
• Ability to work within shift schedules supporting 24/7 coverage
• KPI awareness: SLA compliance, MTTR, recurring incidents and backlog reduction, audit scores, change success rate, CSAT, and team engagement

Core Competencies

Demonstrates foundational knowledge of ITIL processes and IT service management, with a focus on incident management, SLA adherence, and cross-functional collaboration. Capable of supporting continuous improvement initiatives and contributing to team accountability in a 24/7 operational environment.

Highest-signal resume keywords

• ITIL Best Practices
• Incident Management
• ServiceNow
• Analytical Skills
• Stakeholder Management

ATS Optimization Keywords

Hard Skills

• ITIL Processes
• Incident Management
• Problem Management
• Change Management
• Ticket Audits
• SLA Compliance
• KPI Awareness
• Documentation Compliance
• Root-Cause Analysis
• Continuous Improvement

Soft Skills

• Communication Skills
• Analytical Skills
• Accountability
• Calm Under Pressure
• Collaboration

Industry Keywords

• ITSM
• Operations
• 24/7 Coverage
• Infrastructure
• Network
• Server
• Cloud
• Security
• SLA
• CSAT

Tools & Technologies

• ServiceNow
• Remedy
• Jira
• MS Excel
• MS Word