MS - Ops Lead Intern (6 months)

AHEAD • Bachelor's Degree • 2 months ago
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AHEAD

AHEAD helps enterprises build modern, secure, and scalable digital platforms by combining cloud, data, AI, and automation. Their consulting and managed services drive real business impact through smarter IT.
ahead.com • Gurgaon • New York • Palo Alto • Chicago • Minneapolis • System Integration • Managed IT Services • IT Consulting • AI Consulting & Integration • Cloud Computing • 501-1000 employees

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
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