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Administrator Operations Center

AHEAD· Managed Services / MS Client
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Hybrid (Gurugram)Full-timePosted 2mo ago

About the role

Network Administrator responsible for monitoring client infrastructure, incident management, and change management for Managed Services customers, with focus on ITIL-based processes and cross-functional communication.

Responsibilities

  • Monitor customer network and IT infrastructure
  • Incident management via ITIL based ITSM (ServiceNow)
  • Answer phone calls from select client contacts to open new or check status of existing incidents
  • Perform troubleshooting of a network related alerts/incidents and escalate to appropriate teams as needed
  • Perform troubleshooting of a variety of other infrastructure platform issues, such as but not limited to: Server – Windows/Unix/Linux; Backup/Replication; Cloud
  • Perform troubleshooting with carriers and 3rd party vendors regarding network hardware and circuit issues
  • Utilize a variety of system and event management tools and procedures to respond and resolve internal and external customer issues
  • Perform analysis of event management system alerts to ensure devices are tuned properly
  • Follow SOPs, Work Instructions, and Run Books to perform network tasks (e.g., IOS upgrade, switchport shut/no-shut)
  • Ensure all Service Now incident tickets, change records and service requests are documented and resolved per SLA
  • Communicate status with Client teams, engineers/architects, Team Leads, and vendors during incident resolution
  • Create and maintain system and process documentation in knowledgebase
  • Communicate incident status within the customer and broader audience as defined per SLA
  • Assist with cross training of other NOC team members as needed

Qualifications

  • At least 3+ years of operational experience in multiple technologies
  • Networking technologies including Firewalls, Routers, switches and wireless technologies; Cisco and/or Palo Alto preferred
  • Experience with servers, storage, virtualization and cloud
  • Proficient use of Microsoft Office applications
  • Experience with ITIL based ticketing system tool – ServiceNow helpful
  • Experience with at least one IT observability/monitoring tool (Elastic, LogicMonitor, SolarWinds, etc)
  • Experience with Elastic observability strongly preferred

Skills

Required:Network monitoring and incident managementNetworking hardwareServers and virtualizationObservability tools
Nice to have:ITIL/ITSM tooling

Benefits

  • Comprehensive health insurance coverage for employees, with options to extend coverage to dependents
  • Paid time off and company holidays, with additional leave as per policy
  • Flexible work arrangements
  • Learning and development opportunities
  • Employee wellness initiatives
  • Retirement and statutory benefits in line with India regulations
  • Inclusive and people-first culture
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About AHEAD

Digital Platforms Engineered for Modern Enterprises

AHEAD accelerates the impact of technology on clients by engineering customized data, developer, and infrastructure platforms that improve IT operations.

Platform SolutionsInfrastructure ModernizationLifecycle ManagementSeamless Integration
Company profileWebsite

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