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Full timeOperations & Project Management

Managed Services, Operations Lead

ThinkaheadGurugram🇮🇳India

Quick overview

SeniorityMid Senior
Employment typeFull Time
Work modeHybrid
LocationGurugram, India

Job description

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.
Role overview
The EUS Operations Lead coordinates day-to-day service operations across assigned shifts, helping maintain critical-call coverage, support analysts with active escalations, and route urgent work to the right operational teams. The role promotes reliable handoffs and visibility of service health while ensuring operational ownership stays with the teams responsible for resolution.

Key responsibilities

  • Maintain critical-call readiness: Ensure the designated EUS/Service Desk P1 queues have active, named coverage throughout the shift, including planned breaks and handoffs. Provide overflow support when a P1 call rolls over, and promptly raise coverage or proficiency gaps through the appropriate operations
    leadership.
    • Coordinate shift coverage: Confirm coverage for the current and incoming shifts, communicate gaps early, and coordinate available backup when unexpected absences occur. Escalate persistent staffing constraints rather than treating repeated lead coverage as the ongoing solution.
    • Manage shift execution: Set shift priorities, review workload and coverage across queues, and ensure analysts understand the operational focus and escalation expectations for the shift.
    • Coordinate analysts on shift: Monitor analyst availability and work allocation, help balance workload during volume spikes or absences, and ensure breaks and handoffs are coordinated without leaving critical queues uncovered.
    • Support analyst performance and readiness: Provide in-the-moment guidance, reinforce documented procedures, and identify coaching or training needs for follow-up with the appropriate supervisor or manager.
    • Lead shift handoffs: Ensure outgoing and incoming analysts exchange updates on open tickets, active escalations, queue conditions, and coverage risks so work continues smoothly across shifts.
    • Respond to analyst escalations: Monitor the designated Service Desk escalation channel and provide timely operational guidance when an analyst needs help with an active customer interaction. Coordinate coverage among onduty leads so the channel remains supported during breaks and other planned absences.
    • Route urgent incidents through the agreed channels: Ensure P1/P2
    escalations received through the approved intake paths are relayed to the Urgent Escalations channel and tagged or handed off to the appropriate team. Reinforce use of shared escalation channels rather than relying on direct messages to individual lead
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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