• Lead the design, implementation, and ongoing optimization of CMDB architecture, ensuring data accuracy, governance, and scalability.
• Own and manage ServiceNow Discovery, including configuration, troubleshooting, and continuous improvement.
• Design and implement integrations using REST, SOAP, MID Server, and Integration Hub, ensuring seamless data flow across systems.
• Define and maintain CMDB data models, CIs, relationships, and reconciliation rules aligned with best practices.
• Collaborate with stakeholders to gather requirements and translate them into technical solutions focused on CMDB and integrations.
• Perform CMDB health checks, audits, and data normalization to ensure high data quality and compliance.
• Develop and maintain custom scripts (Business Rules, Script Includes, APIs) to support CMDB and integration use cases.
• Troubleshoot and resolve issues related to Discovery, integrations, and CMDB data inconsistencies.
• Participate in client discussions, providing technical expertise specifically around CMDB strategy and integration architecture.
• Support ITSM and other modules (Service Portal, HAM, etc.) as secondary responsibilities when required.
• Work in Agile environments with active participation in sprint planning, backlog grooming, and delivery cycles.
• Comfortable working in Agile environments with active sprint participation and backlog grooming.

8+ years hands-on experience designing, operating, and troubleshooting production workloads on AWS.

AWS Professional-level certification (Solutions Architect Pro or DevOps Engineer Pro) + at least one Specialty (e.g., Security, Networking, Data Analytics, ML).

Broad, practical knowledge across compute, storage, database, networking, security, and management tools (see domains above).

Proficiency in Infrastructure as Code (CloudFormation, CDK, or Terraform).

Strong scripting: Python (boto3) and shell scripting; experience with automation frameworks.

Advanced Troubleshooting (Broad AWS Coverage)

Compute: EC2 (AMI baking, Spot, Graviton), Lambda (concurrency, VPC), ECS/EKS (Fargate, Karpenter), Batch, Outposts.

Storage:S3 (lifecycle, replication, Event Notifications), EBS (io2 Block Express, snapshots), EFS, FSx (ONTAP, Lustre), Storage Gateway, Backup.

Database: RDS (Aurora, Multi-AZ, read replicas), DynamoDB (GSI, DAX, Streams), DocumentDB, Neptune, ElastiCache (Redis/Memcached).

Networking & Content Delivery: VPC (peering, TGW, Network Firewall), Direct Connect, Site-to-Site VPN, Route 53 (health checks, latency routing), CloudFront, Global Accelerator, API Gateway.

Security, Identity & Compliance: IAM (policies, SCPs, permissions boundaries), KMS, Secrets Manager, Security Hub, GuardDuty, Macie, Certificate Manager, WAF, Shield.

Management & Governance: AWS Organizations, Control Tower, CloudTrail, Config, Trusted Advisor, Service Quotas, License Manager.

Analytics: Athena, Redshift, EMR, Kinesis (Data Streams, Firehose), MSK, QuickSight, OpenSearch Service.

AI/ML & Serverless: SageMaker, Bedrock, Rekognition, Comprehend, AppFlow, Step Functions, EventBridge.

Developer Tools: CodeCommit, CodeBuild, CodePipeline, CodeDeploy, Cloud9, X-Ray.

Team Leadership & Knowledge Sharing

Broad, practical knowledge across compute, storage, database, networking, security, and management tools (see domains above).

Proficiency in Infrastructure as Code (CloudFormation, CDK, or Terraform).

Strong scripting: Python (boto3) and shell scripting; experience with automation frameworks.

Mentor junior engineers and maintain internal knowledge base.

Contribute to internal tooling (custom dashboards, alerting, automation).

Incident Response

Proven ability to resolve critical incidents in large-scale environments (include SLA metrics).

Familiar with ITIL-style problem management and blameless post-mortems.

Lead triage, diagnosis, and resolution of critical (P1/P2) incidents across the AWS ecosystem.

Perform root cause analysis (RCA) and deliver customer-facing post-mortem reports with actionable prevention plans.

Coordinate with Technical Account Managers (TAMs), Service Teams, and customer stakeholders during live outages.

Customer-facing role for a minimum of 5+ years

3+ years designing, securing, and deploying large-scale applications and solutions

Experience with one of the major cloud vendor environments (development, access, migration)  

Effectively communicate with, and present to all levels of the organization

Subject matter expert in at least one major cloud provider (AWS/Azure/GCP)

Architect level development skills in at least one development language (Java, Python, PowerShell, etc.)

Strong skills integrating third party tools and solutions

Strong project and situational awareness

Strong attention to detail

Self-starter

Well organized

Able to travel as required

AI / GenAI Knowledge Requirements

Basic understanding of Artificial Intelligence (AI), Machine Learning (ML), and Generative AI concepts.

Exposure to AWS AI/ML services such as Amazon Bedrock, SageMaker, Rekognition, Comprehend, Textract, or Lex.

Understanding AI-assisted operations, automation, and observability tools.

Awareness of Large Language Models (LLMs), prompt engineering, and AI governance/security best practices.

Ability to support AI/ML workloads on cloud infrastructure including GPU-enabled environments.

Familiarity with integrating AI services into DevOps and cloud automation workflows is an added advantage. Recognized Technical Expertise

Proven skills in multiple billable technologies (as measured by certification/approved training completion/proven abilities)

Recognized subject matter expert in professional discipline

Depth of knowledge and experience enables contribution in a more complex/critical environment

Contributions often exceed the full requirements of the expected competencies relative to one’s current job title Lead vs Contribute

Can participate with and lead a team of technical delivery resources across skillsets within a practice to help achieve customer’s business goals and technology needs

Can participate in and lead written deliverable creation across areas of expertise

Provides measurable input into AHEAD new products, processes, standards, and / or plans

Able to provide time estimates for work that needs to be accomplished based on the available information

Coordinates cross-practice and can contribute to cross-practice deliverables using current templates

Self-starter in finding work during non-scheduled work hours

Prioritizes and completes tasks independently on-time or ahead of schedule

Able to lead development and testing activities

Achieve high team standards. Contributes to the refinement of methodology and best practices to establish quality and effectiveness

Initiate and participate in authoring PCR requests when additional work is being requested Architect Skills

Depth and demonstrated expertise across at least one technology

Able to architect and lead deployment of moderately complex solutions related to cloud solutions

Understands performance, scaling and functional characteristics of software technologies

Ability to understand open-source and cloud use-cases, and recommend standard design patterns commonly used in such solutions (best practices) Certifications – good to have

AWS Certified Solutions Architect – Associate

AWS Certified SysOps Administrator – Associate

AWS Certified DevOps Engineer – Professional (Preferred)

AWS Certified Solutions Architect – Professional (Preferred)

HashiCorp Certified: Terraform Associate

Certified Kubernetes Administrator (CKA)

AWS Certified Machine Learning – Specialty (Good to Have)

Google Cloud Professional Machine Learning Engineer (Good to Have) Communications (verbal and written)

Communicates with external customers, which may include senior management, on matters that require explanation, interpretation, and/or advising

Often exceeds expectations with respect to customer expectations (communications, meets commitments, etc.)

Able to work with outside vendors on internal or customer related issues

Participate in pre-sales activities including scoping, positioning, technology adoption and maturation

Able to identify new client opportunities inside of the POD and communicate those to upper management including the Team Lead

Can communicate beyond tactics and technology and can help customers management set strategic direction

Can write and lead complex deliverables within the practice

Ability to understand and translate customer requirements into technical requirements Leadership and Influence

Works to influence direct team members, broader internal team, and external customers, to agree and accept new concepts, best practices, and approaches

Advises and trains more junior staff via mentorship while helping to drive the entire AHEAD platform

A reliable resource for marketing on thought leadership pieces for their practice for AHEAD and our customers

Has started speaking at industry conferences and/or webinars

Contributes to more complex workshops and understands how their area of expertise fits into our stitching message

Accepts responsibility for own actions and sometimes those of others as part of a team

Works well with immediate, extend and external teams, a true team player

Consistently meets expectations in terms of customer facing, writing, presentation and problem solving skills and requires little to no supervision in this area

Consistently exhibits a positive attitude towards AHEAD and its customers

Willing to go the extra mile when asked to do so (i.e., time outside of normal working hours to support a customer initiative, production roll-out, could also be > 40 hours for short intervals)

Consistently pursues self-development and drives the AHEAD business model for self and sometimes others on the team

Highly respected by peers and sales team Culture o Support initiatives beyond area of responsibility o Encourage cross team interaction o Motivate people to think creatively o Achieve success through others

• Provide L3 support for Citrix and AVD environments, handling critical incidents and escalations
• Manage and support Citrix Virtual Apps and Desktops (CVAD) infrastructure
• Administer, configure, and troubleshoot Azure Virtual Desktop (AVD)
• Perform root cause analysis (RCA) and implement preventive actions
• Monitor and optimize VDI performance, login times, and user experience
• Use tools like ControlUp for real-time monitoring, login analysis, and performance tuning
• Manage Golden/Master Images and provisioning (MCS)
• Configure and support FSLogix profile containers
• Handle application publishing, Citrix policies, and access management
• Manage and troubleshoot Azure resources (VMs, Storage, Networking, Scaling)
• Work on Active Directory (AD), Group Policy (GPO), DNS, and user profile management
• Perform patching, upgrades, and migrations (Citrix & AVD)
• Collaborate with L1/L2 teams and provide technical guidance
• Ensure security, compliance, and best practices are followed
• Maintain technical documentation, SOPs, and KB articles
 

• Strong experience with Citrix Virtual Apps and Desktops (CVAD)
• Hands-on experience with Azure Virtual Desktop (AVD)
• Good knowledge of Microsoft Azure (IaaS, Networking, Storage, Scaling)
• Strong experience in Active Directory (AD), GPO, DNS
• Expertise in FSLogix profile management
• Experience with MCS provisioning
• Hands-on experience with ControlUp for monitoring and troubleshooting
• Strong understanding of login performance troubleshooting and optimization
• Experience with VDI performance tuning and issue resolution
• Knowledge of PowerShell scripting for automation
• Experience with Citrix Director, Azure Monitor, Log Analytics

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Good to Have

• Experience with Citrix Cloud
• Knowledge of Citrix ADC / NetScaler
• Familiarity with Microsoft Intune / Endpoint Manager
• Azure certifications (AZ-104, AZ-140)
• Citrix certifications (CCA-V, CCP-V)

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Soft Skills

• Strong analytical and troubleshooting skills
• Good communication and stakeholder management
• Ability to work in a 24x7 support environment (if required)
• Mentoring and knowledge-sharing capabilities
 

• Handle major incidents, escalations, and critical outages
• Act as Subject Matter Expert (SME) for Citrix and AVD
• Drive automation, optimization, and continuous improvement initiatives
•  Support solution design and architecture discussions

 

Work Model: Work from Office (5 days a week)
Shifts:

• 04:30 PM – 01:30 AM IST
• 06:30 PM – 03:30 AM IST

1. Logistics Coordination:

1. 1. Manage the end-to-end process of international and domestic shipments, including freight forwarding, customs clearance, and delivery.
   2. Coordinate with suppliers, warehouses, and carriers to schedule and monitor shipments.
   3. Collaborate with international partners to ensure alignment on shipping schedules and regulatory requirements.
   4. Facilitate clear communication and resolve conflicts or misunderstandings promptly.
   5. Act as the primary point of contact between internal teams, carriers, freight forwarders, and customs brokers.

2. Compliance and Documentation:

1. 6. Ensure compliance with international trade regulations, customs laws, and company policies.
   7. Prepare and review shipping documents such as bills of lading, invoices, and certificates of origin.

3. Logistics Tracking and Monitoring:
1. Use tracking systems and tools to monitor shipments in real time, ensuring timely updates to stakeholders.
2. Address delays, discrepancies, or other issues promptly to minimize disruptions.
3. Maintain accurate records of shipment statuses and provide regular reports on progress and exceptions.

2. Accurate and Timely Quoting:
   1. Provide accurate and timely freight cost quotes to internal stakeholders and customers.
   2. Analyze shipping requirements to recommend cost-effective and efficient solutions.
   3. Ensure quotes account for customs duties, taxes, and other fees to avoid unexpected costs

• 1-2 years of experience in global logistics operations and practices.
• 1-2 years in a customer service role.
• Proficiency in Microsoft Excel and Word.
• Familiarity with third-party small parcel and freight tracking programs.
• Strong attention to detail and adaptability in a fast-paced environment.

1. Project Delivery & Governance

2. Stakeholder & Client Management

3. Coordination of Global & After-Hours Work

4. Risk, Quality, and Financial Management

5. Practice & PMO Enablement

6. Pre-Sales & Opportunity Support (As Needed)

• Investigate intrusion attempts and perform in-depth analysis of exploits
• Monitor and analyze network traffic and alerts
• Provide network intrusion detection expertise to support timely and effective decision making of when to declare an incident
• Conduct proactive threat research
• Review security events that are populated in a Security Information and Event Management (SIEM) system
• Tuning of rules, filters, and policies for detection-related security technologies to improve accuracy and visibility
• Data mining of log sources to uncover and investigate anomalous activity, along with related items of interest
• Independently follow procedures to contain, analyze, and eradicate malicious activity
• Document all activities during an incident and provide leadership with status updates during the life cycle of the incident
• Incident management, response, and reporting
• Provide information regarding intrusion events, security incidents, and other threat indications and warning information to the client
• Track trends, statistics, and key figures for each assigned client
• Assist with the development of processes and procedures to improve incident response times, analysis of incident, and overall SOC functions
• Reporting
• Incident reports
• Security status reports
• Client-facing security meetings

• 5+ years of experience in Information Security, Incident Response, etc. (or related field)
• Working knowledge of common operating systems (Windows, Linux, etc.) and basic endpoint security principles
• Incident handling/response experience
• Understanding of and a strong desire to learn common security technologies (IDS, Firewall, SIEM, etc.)
• The ability to think creatively to find elegant solutions to complex problems
• Excellent verbal and written communication skills
• The desire to work both independently and collaboratively with a larger team
• A willingness to be challenged along with a strong appetite for learning
• Hands-on experience with common security technologies (IDS, Firewall, SIEM, etc.)
• Knowledge of common security analysis tools & techniques
• Understanding of common security threats, attack vectors, vulnerabilities and exploits
• Knowledge of regular expressions

• Bachelors Degree in Computer Science, Information Security or related/equivalent educational or work experience
• One or more of the following certifications: CISSP, GCIA, Security+, CEH, ACSE