Ops Lead Intern – 6 months

Thinkahead Consultant Psychologist Pty Ltd

Operations Lead Intern supporting end-to-end IT service delivery at AHEAD, a digital transformation platform provider. Monitoring incidents, SLAs, ticket queues, dashboards, and change management across infrastructure teams.

Posted 8/18/2026internshipGurugram • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates foundational knowledge of ITIL processes and IT service management, with a focus on incident management, SLA adherence, and cross-functional collaboration. Capable of supporting continuous improvement initiatives and contributing to team accountability in a 24/7 operational environment.

Highest-signal resume keywords

ITIL Best PracticesIncident ManagementServiceNowAnalytical SkillsStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITIL ProcessesIncident ManagementProblem ManagementChange ManagementTicket AuditsSLA ComplianceKPI AwarenessDocumentation ComplianceRoot-Cause AnalysisContinuous Improvement

Soft Skills

Communication SkillsAnalytical SkillsAccountabilityCalm Under PressureCollaboration

Tools & Technologies

ServiceNowRemedyJiraMS ExcelMS Word

Industry Keywords

ITSMOperations24/7 CoverageInfrastructureNetworkServerCloudSecuritySLACSAT

Tech Stack

Tools & technologies

CloudITSMLinuxServiceNow

About the role

Key responsibilities & impact

Support IT service operations aligned with ITIL best practices under senior guidance, covering Incidents, Service Requests, Problems, and Changes
Review dashboards actively
Ensure P1/P2 incidents are driven properly and required engineers are engaged
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 through documentation, risk logging, and scheduling
Prepare SLA and incident dashboards
Participate in service review meetings
Collaborate cross-functionally with Infrastructure, Network, Security, Virtualization, VDI, Windows/Linux teams
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

Requirements

What you’ll need

Bachelor's degree in IT, Computer Science, or related field
0–1 year of experience in ITSM/Operations or related role; internships and academic projects welcome
Looking for 2026 graduates
Basic awareness of ITIL processes
Familiarity with ticketing tools such as ServiceNow, Remedy, or Jira, or willingness to learn
Strong analytical, communication, and stakeholder management skills
Ability to stay calm during high-priority incidents
Preferred: exposure to enterprise/managed services, MS Excel/Word, and infrastructure domains including network, server, cloud, and security
Ability to work within shift schedules supporting 24/7 coverage
KPI awareness: SLA compliance, MTTR, recurring incidents and backlog reduction, audit scores, change success rate, CSAT, and team engagement

Benefits

Comp & perks

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
Cross department training and development
Sponsored certifications and credentials for continued learning
Multi-million-dollar technology lab