Megha Sam

About Megha Sam

An IT Service and Operations Management professional with 6+ years of experience in ITIL-based service delivery and strong expertise in Incident, Change, and Problem Management, committed to delivering high-quality services and ensuring SLA compliance. Skilled in leading major incident responses, driving continuous service improvements, and implementing effective SOPs, knowledge management practices, and service metrics. Experienced in stakeholder and vendor management, service transitions, and the automation of operational processes. Served as an Information Security SPOC with a proven ability to train teams and strengthen security awareness. Recognized for delivering measurable improvements in customer satisfaction, SLA compliance, and process optimisation.•Major Incident Management: Handled P1 and P2 major incidents by setting up bridge calls, engaging the resolver engineering groups, ensuring stakeholder communication and documenting Post Incident Report (PIR) and Root Cause Analysis (RCA).•Incident Management – Managed P3, P4 and P5 incidents by ensuring the resolver team meets the SLA resulting in improvement in service efficiency, performing trend analysis by collecting samples of aged incidents, high hop count incidents and recurring issues.•Change Management- Conducted Change Advisory Board (CAB) meetings, reviewed and approved Normal, Emergency and Retrospective changes. Created Standard change templates for standard change management process. Documented Post Implementation Reports (PIR), tracked the failed/ unsuccessful changes towards the successful completion of the change.•Problem Management- Created proactive and reactive problem tickets, documented RCA which includes the incident chronology, Corrective and Preventive Actions (CAPA), 5-WHYs, lessons learnt.•Vendor and Stakeholder Management- Managed relationships with key stakeholders, including vendors, partners, and internal business units, to align IT services with business objectives by conducting review calls on weekly, monthly and quarterly basis.•Knowledge Management- Analyzed the knowledge gap within the support teams, created various Knowledge Base Articles (KBA) and trained the team on the process.•Information Security operations- Served as Information Security SPOC to train the level 1 and 2 team on the concepts of Information Security operations such as phishing attack, data exfiltration, domain/ account impersonation, vulnerability management.

Experience

1. Senior Specialist - Itsm

   HCLTech

   Mar 2026 — Present · Bengaluru, IN

Education

• AMC Engineering College

  B.E, Electronics and Communications Engineering

  2015 — 2019