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.

Responsible for driving the end-to-end Problem Management process within an enterprise IT setting, ensuring recurring incidents are identified, investigated,



and permanently resolved to improve service stability and reduce business impact. Act as the central coordinator across technology teams, facilitating swift decision-making, confident stakeholder communication, and continuous service improvement through process optimization and AI-driven automation initiatives.
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Key Responsibilities
· Manage the complete lifecycle of Problem Records in ServiceNow, ensuring adherence to ITIL Problem Management practices.
· Lead weekly Problem Review and RCA meetings, driving discussions, tracking action items, and ensuring timely progress toward permanent resolution.
· Review Major Incidents and recurring issues to identify Problem candidates, validate RCA quality, and ensure proper linkage between Incidents, Problems, and Changes.
· Monitor Problem records for SLA compliance, governance standards, documentation quality, and Risk Acceptance requirements.
· Analyze incident trends and operational data to

📌 Process Analyst (Gurugram)
🏢 AHEAD
📍 Gurugram