The Role
Monitor customer networks and IT infrastructure, triage and resolve incidents, manage service requests and changes, troubleshoot networking, servers, storage, virtualization, cloud, and Microsoft environments, coordinate with carriers and vendors, document tickets and procedures, meet SLAs, communicate incident status, and support NOC team training.
Summary Generated by Built In
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.
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, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
The Network Administrators are responsible for monitoring of client infrastructure with provided tools, incident management including triage, response and escalation of incidents based on severity, service request management and change management for Managed Services customers.
Key Responsibilities
- Monitor customer network and IT infrastructure
- Incident management via ITIL based ITSM (ServiceNow)
- Answer phone calls from select client contacts to open new or check status of existing incidents
- Performs troubleshooting of a network related alerts/incidents and escalate to appropriate teams as needed
- Performs troubleshooting of a variety of other infrastructure platform issues, such as but not limited to:
- Server – Windows/Unix/Linux
- Backup/Replication
- Cloud
- Exchange/O365 server issues
- Performs troubleshooting with carriers and 3rd party vendors regarding network hardware and circuit issues
- Utilizes a variety of system and event management tools and procedures to respond and resolve internal and external customer issues
- Performs analysis of event management system alerts to ensure devices are tuned properly
- Follow specific Standard Operating Procedures (SOP), Work Instructions, and operations Run Books to perform network tasks on behalf of customers, including (but not limited to) IOS upgrade, switchport shut/no-shut, etc.
- Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
- Communicates frequently with Client team(s), engineers/architects, Team Leads, and hardware/software vendors during incident resolution
- Create and maintain system and process documentation in appropriate knowledgebase.
- Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
- Assist with cross training of other NOC team members as needed.
Skills Required
- At least 3+ years of operational experience in multiple technologies, including all the following:
- Networking technologies including (but not limited to) Firewalls, Routers, switches and wireless technologies; Cisco and/or Palo Alto preferred.
- Experience with general technologies such as servers, storage, virtualization and cloud
- Proficient use of all Microsoft Office applications
- Experience working with an ITIL based ticketing system tool – ServiceNow helpful
- Experience with at least one IT observability/monitoring tool or technology (Elastic,LogicMonitor, Solar Winds, etc)
- Experience with Elastic observability strongly preferred
Certifications
- One of the following certifications is preferred:
- Elastic Observability (ECOE)
- Logic Monitor Certified Associate (LMCA)
- Microsoft Certified Solutions Expert (MCSE)
- Microsoft Certified Professional (MCP)
- Red Hat Certified System Administrator (RHCSA)
- Linux Certified Administrator (LCA)
- Cisco Certified Associate (CCNA)
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 opportunities to support continuous growth and upskilling
Employee wellness initiatives and programs focused on physical and mental well-being
Retirement and statutory benefits in line with India regulations
Inclusive and people-first culture, with a strong focus on collaboration and ownership
Skills Required
- At least 3 years of operational experience across multiple technologies
- Experience with networking technologies including firewalls, routers, switches, and wireless technologies
- Experience with general technologies including servers, storage, virtualization, and cloud
- Proficient use of Microsoft Office applications
- Experience with an ITIL-based ticketing system
- Experience with at least one IT observability or monitoring tool
- Experience with Elastic Observability
- Elastic Observability ECOE certification
- Logic Monitor Certified Associate certification
- Microsoft Certified Solutions Expert certification
- Microsoft Certified Professional certification
- Red Hat Certified System Administrator certification
- Linux Certified Administrator certification
- Cisco Certified Associate certification
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.
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The Company
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.
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