AHEAD
Website:
ahead.com
Job details:
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.
The Manager, AHEAD Foundry supports U.S. operations and is accountable for leading the India Center of Excellence teams responsible for quality, technical support, and program execution. This role develops talent, establishes operating standards, and drives measurable improvements in customer experience, reliability, and delivery across the organization.
T he manager partners with Engineering, QA, QMS, Operations, Sales, Supply Chain, Logistics, and Foundry leadership across infrastructure integration, configuration, testing, deployment, and lifecycle services.
Key Responsibilities
Team Leadership
- Lead staffing, priorities, performance, and development across quality, support, and program-management teams.
- Recruit, onboard, coach, and retain team members; conduct regular one-on-ones, development planning, and performance reviews.
- Define accountability, escalation paths, and operating rhythms across the functions.
- Build a culture of customer focus, ownership, collaboration, and continuous improvement.
- Partner with Foundry leaders to align capacity, priorities, risks, and business outcomes.
Quality Management
- Maintain quality standards, controls, governance, and documentation for Foundry services and deliverables.
- Support quality assurance, quality control, system verification, and compliance across integration, configuration, and testing workflows.
- Monitor first-pass yield, defects, escapes, rework, audit findings, and corrective-action closure.
- Support root-cause analysis and corrective and preventive actions; ensure improvements are sustained.
Support Services
- Monitor support operations from intake and triage through escalation, resolution, and stakeholder communication.
- Support severity levels, service targets, handoffs, and escalation procedures.
- Monitor backlog, response and resolution performance, repeat incidents, service commitments, and customer satisfaction.
- Ensure teams have effective tools, runbooks, documentation, knowledge, and training.
- Coordinate critical-incident response and convert support trends into operational improvements.
Program Management
- Own governance and execution across multiple concurrent Foundry initiatives.
- Maintain plans covering scope, milestones, dependencies, resources, risks, issues, and acceptance criteria.
- Report clearly on program health, quality, support readiness, risks, and outcomes.
- Lead cross-functional planning, status, risk, and readiness reviews; escalate material issues.
- Balance commitments, priorities, capacity, and technical dependencies to drive predictable delivery.
- Improve program-management standards, tools, and operating cadences.
Education & Experience
- Bachelor’s degree in Engineering , Computer Science, Information Technology, Operations, Business, or a related discipline; equivalent experience considered.
- 10+ years of experience in engineering services, infrastructure integration, quality, technical support, operations, service delivery, or program management.
- 5+ years leading technical or multidisciplinary service-delivery teams.
- Demonstrated success establishing KPIs, governance, and continuous-improvement practices and leading cross-functional programs through operational handoff.
- Experience with enterprise infrastructure, server hardware, hardware/software integration, or data-center and edge environments preferred.
- Knowledge of quality management systems, system verification, engineering change management, Linux, and Windows preferred.
- Relevant program management, IT service management, or quality certifications are beneficial.
Knowledge, Skill & Abilities
- Strong people leadership, coaching, performance management, conflict resolution, and talent development.
- Knowledge of quality assurance, root-cause analysis, corrective action, audit readiness, and continuous improvement.
- Knowledge of support operations, incident and problem management, escalation, and knowledge management.
- Strong program-management skills across scope, schedule, capacity, dependencies, and risk.
- Ability to translate technical and operational details into decisions and executive-level reporting.
- Excellent communication, facilitation, analytical, organizational, and documentation skills.
- Strong customer orientation and ability to manage competing priorities in a fast-paced environment.
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
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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