Aftercare Operations Specialist
The Aftercare Operations Specialist coordinates logistics and provides administrative support to ensure smooth participant move-ins and housing stability across New York City.
Support IT service operations aligned with ITIL best practices under senior guidance, covering Incidents, Service Requests, Problems, and Changes
Review the dashboards actively
Ensure that all (P1/P2) are being driven in a proper manner and we have the required engineers on the
Support SLA/SLO adherence; monitor ticket queues, backlog, and aging items for timely closure
Conduct ticket audits for quality and documentation compliance; support problem management and root-cause activities
Assist change management (documentation, risk logging, scheduling) and prepare SLA/incident dashboards
Participate in service review meetings and collaborate cross-functionally (Infrastructure, Network, Security, Virtualization, VDI, Windows/Linux)
Work within shift schedules supporting 24/7 coverage; contribute to continuous improvement efforts
Participate in coaching and skill development; demonstrate accountability and ownership in all tasks
Bachelor's degree in IT, Computer Science, or related field
0–1 year of experience in ITSM/Operations or related role (internships/academic projects welcome)
Basic awareness of ITIL processes; familiarity with ticketing tools (ServiceNow, Remedy, Jira) or willingness to learn
Strong analytical, communication, and stakeholder management skills; able to stay calm during high-priority incidents
Preferred: exposure to enterprise/managed services, MS Excel/Word, and infrastructure domains (network, server, cloud, security)
The Aftercare Operations Specialist coordinates logistics and provides administrative support to ensure smooth participant move-ins and housing stability across New York City.
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