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,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 candidatesthAt willcontribute to the diversification and enrichment of ideas andperspectives 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/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

- 01 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 insurancecoverage for employees, with options to extend coverage to dependents

Paid time off and company holidays, along with additional leave perks 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

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.

📌 MS - Ops Lead Intern (6 months) (Gurugram)
🏢 AHEAD
📍 Gurugram