Open to opportunities

Megha Prasad

@meghaprasad

Message

I lead global ITSM processes and ServiceNow product improvements.

India

Message

What I'm looking for

I'm looking for an ITSM leadership or ServiceNow product ownership role in Bangalore where I can improve global incident, change, problem, and event processes, strengthen governance and compliance, and deliver measurable service improvements.

I've supported global IT service management at Visa India, SAP Labs India, Magna Infotech (Logica), and IBM India across incident, change, problem, and event management.

At Visa India, I owned the ServiceNow Incident Management module, managing defects and enhancements through story creation, grooming, prioritization, estimation, release planning, testing, QA coordination, UAT, patches, and upgrades. I also governed the global incident process, led Process Council meetings, maintained compliance controls, and delivered user training and process guidance.

I've managed major incidents by coordinating escalations, resolver groups, executive alerts, interruption notifications, incident timelines, executive summaries, and Major Problem Reviews.

My change and problem management work includes RFC approvals, CAB scheduling, impact assessments, change calendars, PIRs, RCA follow-up, ownership resolution, trend reporting, KPI compliance, audits, risk controls, and continual service improvement.

Experience

Work history, roles, and key accomplishments

Incident Management Product Owner

Visa India Pvt Ltd

Jun 2016 - Jun 2022 (6 years)

Managed the ServiceNow Incident Management module as Product Owner, overseeing product defects, enhancements, and release planning. Led testing coordination with QA and UAT, and ensured compliance and user training.