Thinkahead Consultant Psychologist Pty Ltd

ServiceNow

• The Senior Project Manager is responsible for management of assigned technical projects.
• The Senior Project Manager executes day-to-day management of assigned project segments.
• The Senior Project Manager manages the group of projects as a whole, providing a single point of knowledge and control for the aggregate effort.

Senior ServiceNow Project Manager

Account Manager

• Accept and book all customer orders to include verifying bookable documents are complete and accurate prior to booking
• Schedule, facilitate, and moderate regular and recurring cross-departmental meetings to review order status and escalate to individual internal department managers for issue resolution as follows:
• Meet with the warehouse manager and supervisor to analyze warehouse reporting to ensure items are received, picked, packaged, and shipped in a timely fashion and to meet deadlines promised to customers
• Meet with Manufacturing management to ensure orders are being completed within promised customer deadlines
• Meet with Director of Supply Chain to ensure ETAs of open orders are accurate and parts are ordered to fulfill booked orders
• Collaborate with Product Engineering department to resolve engineering change request orders as follows:
• Analyze customer requests to ensure Engineering has all the information needed to complete requests.
• Facilitate and mediate timely execution of successful communication between Product Engineers, Account Managers, and external customers
• Partner with Product Engineers to update sales orders to match any required revisions after receipt of any customer feedback
• Identify customer order process improvement opportunities, report them out to customers, and collaborate with customers to update their external workflows to achieve future error-free order submissions
• Own customer profiles in ERP system to ensure error-proof data integrity prior to push-out to customer-facing Hatch portal
• Perform other related duties as assigned and required by Customer Service Manager

Account Coordinator

Solutions Engineer

• Assist AHEAD Client Directors through formal technical presentations and technical design assistance of AHEAD’s solutions
• Own all technical aspects of a sales campaign and hand off to consulting and services team
• Maintain strong relationships with clients
• Design, architect, and consult for AHEAD clients
• Help build cohesive account strategy for existing and prospective clients
• Identify potential technologies and vendors to partner within a given account
• Define strategy and build key relationships
• Provide insight and details regarding work effort and client engagement
• Continually educate yourself, clients, and team resources.

Senior Client Solutions Engineer

Engineer

• Lead and perform detection content development within the SIEM platform (Elastic, Palo XSIAM, Crowdstrike), including:
• Creation, tuning, and lifecycle management of detection rules, correlation rules, and analytic stories/use cases
• Definition and maintenance of data models, normalization, and enrichment required to support high‑quality detections
• Mapping detections to frameworks such as MITRE ATT&CK where applicable
• Identify gaps in detection coverage based on incident trends, threat intelligence, and hunt activities
• Reduce false positives and improve alert signal‑to‑noise ratio through iterative tuning
• Translate playbooks and incident response workflows into robust, testable detection.
• Monitor and manage the health and performance of SIEM detection content, including:
• Tracking detection firing patterns, volumes, and performance impact.
• Conducting post-incident reviews to refine detections and create new coverage.
• Ensuring detections remain aligned with client use cases, risk profiles, and contracted scope.
• New and existing detections are prioritized based on risk, impact, and available data
• Partner with AHEAD Managed Security and client resources in the design and implementation of new data visualizations and detection rules, including:
• Building dashboards, visualizations, and investigative views that support triage and hunting
• Collaborate with AHEAD Managed Security SOAR (Swimlane) engineering resources to:
• Integrate SIEM detections with SOAR workflows for enrichment, triage, and response
• Continuously improve incident investigation workflows and automation quality based on detection output
• Engage with client security and IT infrastructure teams for new data source onboarding activities, including:
• Defining logging, parsing, normalization, and enrichment requirements to support current and planned detections
• Validating that ingested data is complete, normalized, and usable for detection engineering
• Tune rules, filters, and policies across SIEM and related security technologies (IDS, EDR, firewalls, etc.) to:
• Improve accuracy, visibility, and coverage while minimizing noise
• Ensure consistent correlation and context across multiple technologies
• Perform data mining and exploratory analysis of log sources to:
• Uncover and investigate anomalous activity and potential undetected attack patterns
• Identify new detection opportunities and support proactive threat hunting
• Assist with the development and improvement of processes and procedures for:
• Detection lifecycle management (design, testing, deployment, monitoring, retirement)
• Improving incident response times, incident quality, and overall Managed Security functions
• Participate in client-facing security meetings to:
• Explain detection strategy, coverage, and improvements.

Senior SIEM Detection Engineer

• Assist AHEAD Client Directors through technical presentations and design assistance
• Own all technical aspects of a sales campaign and coordinate with consulting and services team
• Design, architect, and consult for AHEAD clients
• Build skills, relationships, and industry credibility across Enterprise Cloud Framework segments
• Work in partnership with Client Directors to build a cohesive account strategy
• Identify technologies and vendors to partner within accounts during sales campaigns
• Define strategy, compare alternative approaches, and build key relationships
• Provide insight on work effort and client engagement to track key KPIs throughout the year.

Administration

• Coordinate all phases of customer DR exercises, including planning, scheduling, readiness reviews, execution support, and post-exercise follow-up.
• Serve as the primary coordination point between AHEAD internal technical teams, customer stakeholders, and relevant third parties for all assigned DR exercises.
• Define and manage exercise scope, objectives, timelines, milestones, dependencies, communications, and required deliverables, consistent with the project-management style used in the reference template.
• Schedule and lead planning meetings, checkpoints, readiness calls, execution bridges, and post-exercise review sessions.
• Track action items, decisions, issues, risks, blockers, and escalations throughout the lifecycle of each exercise.
• Coordinate with customer application owners and technical teams to confirm prerequisites are complete, including access, documentation, recovery steps, validation contacts, and test scripts where applicable.
• Ensure all stakeholders understand the exercise schedule, roles, responsibilities, communication paths, and expected outcomes.
• Facilitate clear and timely status communications before, during, and after DR exercises for both customer and AHEAD leadership/stakeholders.
• Document exercise results, lessons learned, procedural gaps, remediation items, and ownership assignments; maintain accurate records for future testing cycles.
• Coordinate updates to DR procedures and supporting documentation and submit changes to the appropriate IT or business owners for review and approval.
• Maintain a current inventory of in-scope applications, exercise history, and remediation status for assigned customers.
• Partner with Service Delivery, engineering, and account teams to ensure exercises are delivered in alignment with AHEAD standards, processes, and customer commitments.
• Act as a customer advocate by helping drive organized, professional, and effective DR exercise execution.
• Support continual improvement of DR exercise coordination processes, templates, trackers, and standard operating procedures.
• Perform other job duties as assigned.

Senior Disaster Recovery Administrator

Manager

• Lead, coach, and develop a team of Renewal Specialists and Senior Renewal Specialists
• Establish clear performance expectations aligned to revenue retention and forecasting goals
• Conduct performance reviews and provide ongoing coaching and feedback
• Ensure adherence to renewal lifecycle best practices, including proactive engagement timelines (90–120 days pre-expiration)
• Own renewal forecasting accuracy and pipeline visibility across assigned segments
• Act as a strategic partner to Sales and Customer Success leadership to align on retention and growth strategies

Renewals Manager

Cloud Engineer

• Analyze cloud spend, usage trends, allocation accuracy, anomalies, and optimization opportunities across AWS, Azure, OCI, and/or GCP using native tooling and approved third-party FinOps platforms.
• Identify, quantify, prioritize, and help drive optimization opportunities including rightsizing, idle resource cleanup, storage optimization, licensing alignment, commitment-based savings, and scheduling strategies.
• Develop financially grounded findings and recommendations that translate technical observations into clear business value for engineering, finance, procurement, and operational stakeholders.
• Create dashboards, reports, budgets, forecasts, showback and chargeback views, executive summaries, and recurring service review content for internal and customer-facing use.
• Support cost allocation and tagging activities including governance standards, mapping logic, reporting accuracy, inherited tag strategies, and handling of non-taggable resources.
• Partner with CloudOps, platform, application, finance, procurement, and client stakeholders to support implementation of recommendations and validate realized outcomes.
• Support onboarding of new clients, accounts, subscriptions, projects, and billing data sources into approved FinOps tooling, reporting workflows, and governance structures.
• Perform data validation and reconciliation across billing exports, connectors, cost datasets, and reporting models to improve trust in reported values.
• Use spreadsheets, reporting tools, scripting, automation, and process standardization to reduce manual effort, improve repeatability, and increase delivery quality and scale.
• Maintain timely ticket updates, work documentation, meeting follow-ups, and internal or customer communications in accordance with service delivery expectations.
• Stay current on cloud pricing models, FinOps best practices, and service capabilities while helping refine how the organization delivers cloud cost optimization and advisory services.
• Provide occasional after-hours support for client meetings, reporting deadlines, change windows, critical incidents, or urgent cost-related issues when required.
• Other job duties as assigned.

Managed Services Cloud Engineer – FinOps

Consultant

• Represent service offerings during the sales cycle, including project scoping, proposal development, and presenting proposals to clients
• Ensure that customer expectations are appropriately set and managed
• Facilitate strategy, roadmap, design, and planning workshops
• Lead technical project teams in the delivery of consulting service offerings
• Drive and manage the objectives, requirements gathering, project tasks/milestone, project status, dependencies, and timelines, to ensure engagements are delivered successfully and on time while meeting the business objectives
• Final editing and sign off on project deliverables
• Presentation of deliverables to client executive management
• Technology thought leader and evangelist
• Maintain a broad knowledge and understanding of the current and anticipated future state of the IT infrastructure marketplace including IT infrastructure trends, technologies, and standards
• Assist with the maintenance and development of solution offerings
• Develop and promote relationships with customers and present technical solutions to C-Level executives
• Approximate time allocation of principal consultants:
• 40%-50% - Coordinating and developing client deliverables
• 20%-30% - Writing and presenting statements of work and proposals (Pre-Sales)
• 10%-15% - Facilitating client workshops leading guided discovery and presentations
• 10%-15% - Developing new service offerings and enhancing existing offerings

Principal Consultant

• Deliver vendor-alternative support across the Microsoft portfolio (Azure, Microsoft 365, Exchange Online, Teams, SharePoint, SQL, Windows Server, System Center, Dynamics).
• Provide deep technical expertise, end-to-end incident ownership.
• Proactive guidance for migrations and major changes.
• Act as a trusted advisor and primary escalation point for complex Microsoft issues.

Senior Microsoft 365 Engineer

• Lead the support and operation of cloud infrastructure, platform services, identity, networking, security controls, and operational tooling across customer environments.
• Able to architect and lead deployment of moderately complex solutions related to cloud solutions.
• Understands performance, scaling and functional characteristics of software technologies.
• Own complex incidents, escalations, and problem investigations; perform advanced troubleshooting, coordination, service restoration, and follow-through to durable resolution.
• Plan and execute complex changes and recurring operational activities including provisioning, access changes, maintenance events, backup and recovery validation, patching coordination, and platform hygiene.
• Serve as a senior escalation point within the on-call rotation for major incidents, high-impact issues, and customer-approved after-hours change activity.
• Develop and maintain runbooks, SOPs, standards, knowledge articles, and technical documentation that improve consistency and service quality.
• Mentor other Cloud Engineers, review work for quality and completeness, and provide technical guidance on operational best practices.

Senior Cloud Engineer

Architect

• Define and maintain the architectural blueprint for the Epic platform, including ODBA (Database), Hyperspace, Web Blob, Interconnect server tiers, Cogito stack, etc.
• Advise healthcare organizations on best practices for Epic environment’s architectural design and configuration, to ensure 24/7/365 operational reliability and prevent technical debt.
• Ensure projects are delivered on time, at the highest quality standards while exceeding client expectations.
• Design and implement complex, mission-critical transformational enterprise grade technical solutions for clients.
• Build and maintain strong client relationships, drive business growth, and identify opportunities for upselling and cross-selling
• Develop high quality deliverables and presentations for Client engineering teams and senior leaders, this can include both technical documentation and non-technical documentation.
• Collaborate with clients to understand their technical challenges and develop tailored solutions to address their needs
• Create and present solution designs, options, ideas, and innovations to clients’ senior leadership teams.
• Develop and maintain Technical Roadmaps and Innovation Plans.
• Establish project estimates and plans, identify risks and mitigations, oversee development and delivery of technical solutions.
• Provide mentorship, coaching, and professional development opportunities to team members, empowering them to grow and excel in their roles.
• Actively lead collaboration within our technical communities

Principal Technical Consultant – EMR Architect

Operations

• Provide strategic leadership and guidance to clients, helping them navigate and thrive in a rapidly changing business environment.
• Build and maintain strong relationships with key clients, acting as a trusted advisor, and delivering exceptional client service.
• Assess current landscape of observability platforms and solutions, including potential capabilities, existing consumption, gaps in coverage, licensing models, and operating models.
• Provide recommendations to customers around tools for rationalization, reducing overall complexity while managing spend and enhancing capabilities and coverage.
• Guide customers through the establishment of a NOC/SOC/Digital Operations Center, integrating observability platforms with IT Service Management, IT Operations Management, and Workflow Automation platforms.
• Lead and manage large-scale consulting engagements, ensuring the successful delivery of high-quality outcomes leveraging observability platforms + workflow automation platforms to deliver optimal solutions within scope, budget, and timeline.
• Collaborate with cross-functional teams and subject matter experts like Field CTOs, Business Process Consultants, Principal Technical Consultants, and others to develop innovative strategies and solutions for clients.
• Conduct in-depth analysis and evaluation of client operations, financials, and market trends to identify opportunities for growth and improvement.
• Develop and present high-impact recommendations, presentations, and reports to clients and senior leadership.
• Lead organizational change management efforts in large transformational programs.
• Drive business development efforts, including identifying new opportunities, cultivating relationships, and participating in proposal development.
• Mentor and develop junior team members, providing guidance and support to enhance their skills and professional growth.
• Stay up to date with industry trends, emerging technologies, and regulatory changes to provide thought leadership and innovative solutions to clients.
• Contribute to the development of thought leadership content, including white papers, articles, and industry insights.

Principal Consultant – Intelligent Operations

Events

• Serve as primary day-to-day owner for assigned partner conferences and tradeshows.
• Manage end-to-end event logistics, including booth space coordination and on-site execution.
• Execute sponsorship deliverables including booth presence and speaking opportunities.
• Build and maintain detailed project plans, ensuring all milestones and deadlines are tracked.
• Partner closely with Marketing and Sales to align on target accounts and meeting strategies.
• Capture and maintain all event documentation, including invoices and post-event recaps.

National Events Associate

Platform Engineer

• Designs and Implements complex, mission-critical transformational enterprise grade technical solutions for clients.
• Develops high quality deliverables and presentations for Client engineering teams and senior leaders.
• Creates and presents solution designs, options, ideas, and innovations to clients’ senior leadership teams.
• Develops and Maintains Technical Roadmaps and Innovation Plans.
• Develops and Implements CI/CD solutions.
• Establishes project estimates and plans, identifies risks and mitigations, oversees development and delivery of technical solutions.
• Mentor and support project teammates
• Actively lead collaboration within our technical communities
• Up to 25% travel

Senior ServiceNow Project Manager

Account Coordinator

Senior Client Solutions Engineer

Senior SIEM Detection Engineer

Senior Client Solutions Engineer

Senior Disaster Recovery Administrator

Renewals Manager

Managed Services Cloud Engineer – FinOps

Principal Consultant

Senior Microsoft 365 Engineer

Senior Cloud Engineer

Principal Technical Consultant – EMR Architect

Principal Consultant – Intelligent Operations

National Events Associate

Senior Technical Consultant – Platform Engineering