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
Skills Required
- 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
- Ability to stay calm during high-priority incidents
- Willingness to work within shift schedules supporting 24/7 coverage
- Looking for 2026 graduates
- Exposure to enterprise/managed services, MS Excel/Word, and infrastructure domains (network, server, cloud, security)
AHEAD Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AHEAD and has not been reviewed or approved by AHEAD.
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Retirement Support — 401(k) contributions are matched dollar-for-dollar on the first $5,000 each year, with matching made each pay period and immediate 100% vesting. This structure signals above-standard employer support for retirement savings.
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Affordable Benefits — Medical options include low employee premiums for PPO and HDHP plans, and the HDHP adds employer HSA funding plus a dollar-for-dollar HSA match up to stated amounts. Dental and vision plans list very low per-paycheck costs, helping keep overall healthcare spend manageable.
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Wellbeing & Lifestyle Benefits — No-cost telemedicine (including virtual mental health when enrolled), free Calm access for the employee and dependents, and an EAP with counseling are included. Company-paid life and disability plus voluntary protections (legal/ID, pet insurance) and other extras round out a comprehensive set of supports.
AHEAD Insights
What We Do
AHEAD builds platforms for digital business. By weaving together cloud infrastructure, intelligent operations, and modern applications, we help enterprises deliver on the promise of digital transformation.
