---
title: 'Managed Services, Operations Lead at AHEAD'
canonical: 'https://feeny.ai/job/managed-services-operations-lead-ahead-gurugram-mnj1zhxpk71c'
type: 'job'
last_seen: '2026-11-06'
---

# Managed Services, Operations Lead at AHEAD

- **Company:** AHEAD
- **Location:** Gurugram, India
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-11-03
- **Last confirmed live:** 2026-11-06
- **Apply:** https://jobs.lever.co/thinkahead/5d7c6d94-bf55-48a6-9543-4393f35d9df8

## 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

## About AHEAD

## Company Overview
- **One-liner**: AHEAD is an engineering-led digital platform company that accelerates enterprise strategy into execution across AI, cloud, data, security, and infrastructure.
- **Entity Type**: Private (Bootstrapped/PE-backed; no public funding rounds disclosed)
- **Headquarters**: New York, New York, USA
- **Founded**: 2007
- **Founders**: Dan Adamany (CEO)

## Core Business
- **Primary industry/industries**: IT Services & Consulting, Digital Transformation, Managed Services
- **Target customers**: Fortune 1000 enterprises, large-scale organizations with complex, multi-domain IT estates (B2B, Enterprise)
- **Mission or purpose statement**: To accelerate strategy into execution, engineering integrated solutions across infrastructure, applications, data, and security — building what others only blueprint.

## Products & Services
- **AI Transformation**: A unified AI fabric to accelerate AI from idea to business value, including AI-enabled infrastructure and data readiness. *(Service)*
- **AI Enabled Infrastructure**: Scalable, resilient architectures supporting high-performance workloads from core to edge. *(Service)*
- **Data Platform Modernization**: Governed data platforms that turn raw data into trustworthy insight and AI readiness. *(Service)*
- **Secure and Resilient Architectures**: Platforms designed to reduce risk, limit impact, and recover quickly. *(Service)*
- **Platform and Workload Modernization**: Modernizing platforms and optimizing workloads across cloud, data center, and edge. *(Service)*
- **Operational Excellence**: Frictionless operations, predictable performance, and optimized spend. *(Service)*
- **Managed Services**: Ongoing management of critical systems over their entire lifecycle. *(Service)*
- **Proprietary IP (Foundry™, Hatch™)**: Accelerators, financial models, scorecards, integration-ready code, and policy-as-code. *(Software/Tooling)*
- **400+ APIs & Custom Offerings**: Frameworks that integrate multiple platforms for automation, data sandboxes, and ML/AI exploration. *(Platform)*

## Market Standing
- **Valuation/Market Cap**: Not publicly available (Private company)
- **Key Metric**: **Gross Revenue** of **$3.7 billion** (as of 2024, following the acquisition of CDI); **2,500+ employees** across 40 locations globally.
- **Notable Investors/Partners**: Partners with **200+ technology providers** (e.g., major cloud, data center, security, and automation vendors). The company is backed by private equity (likely a growth/PE structure, though specific investors are not named in the provided materials).
- **Growth Signals**: Scaled from a Midwest focus to national and international coverage through **12 acquisitions since 2019**; expanded service portfolio into data, app dev, custom manufacturing, and global logistics via M&A; recent acquisition of CDI (New York-based) added significant scale.

## Competitive Advantages
- **Orchestration Expertise**: Ability to stitch together complex, multi-vendor systems into cohesive, scalable architectures — a differentiator in an increasingly fragmented IT landscape.
- **Full-Stack Engineering**: Deep expertise across AI, cloud, data, security, infrastructure, and operations, applied in an integrated fashion.
- **Unified Delivery Model**: One team, one roadmap, one owner held accountable for driving outcomes, from strategy through implementation and ongoing operations.
- **Consultative Approach**: Engages early to architect transformation roadmaps, not just as a reseller of hardware/software.
- **Proprietary IP (Foundry™, Hatch™)**: Unique accelerators and code libraries that de-risk and speed up client digital initiatives.

## Strategic Focus
- **Current priorities**: Accelerating enterprise AI adoption; expanding managed services; deepening capabilities in data, security, and cloud; continuing M&A strategy to add geographic coverage and new service lines.
- **Direction for growth**: Becoming the go-to strategic partner for Fortune 1000 leaders navigating the complexity of modern IT, with a focus on accountability from design to operations.

## Why Work Here
- **Culture highlights**: Engineering-led organization with a strong emphasis on technical depth, ownership, and accountability. Described as a "game-changer in tech" that values innovation and execution.
- **Remote/hybrid/office policy**: Likely hybrid/office-based given the nature of client-facing consulting and infrastructure work; 40 global locations suggest flexibility in location.
- **Notable perks or engineering culture**: Opportunity to work with cutting-edge technologies across AI, cloud, security, and data at massive scale; exposure to Fortune 1000 clients and complex transformations; strong focus on IP development and engineering excellence; clear growth trajectory through acquisitions and expansion.

## Sources
1. [AHEAD Official Website](https://www.ahead.com/)
2. [AHEAD Story Page](https://www.ahead.com/story/)
3. [AHEAD Leadership Page](https://www.ahead.com/leadership/)
4. [AHEAD Careers Page](https://jobs.lever.co/thinkahead)

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