About this MS - Ops Lead Intern (6 months) role at Thinkahead

Thinkahead · Hybrid · Gurugram, Haryana

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.

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

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

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About this MS - Ops Lead Intern (6 months) role at Thinkahead

Key Responsibilities:

Required Skills & Qualifications:

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