Sonal Mittal

I’m a result oriented, enthusiastic team player with 8 years of experience in IT/Hospitality domains, bringing a strong sense of urgency to understand and meet organizational needs.

As a Major Incident and Change Manager at GreyOrange India Pvt. Ltd. (04/2025–Present), I manage end-to-end Change Management Lifecycle activities—ensuring changes are properly planned, approved, and coordinated. I also lead CAB meetings to drive timely change approvals while keeping incident and change management aligned with ITIL Foundation V4 practices.

I handle Major Incidents (P1/P2) with end-to-end ownership by driving incident bridge calls, coordinating quick resolution, and minimizing service disruption and downtime. I perform risk & impact analysis, ensure adherence to SLA/KPIs for incidents and changes, and coordinate cross-functional teams for planned and emergency changes.

Previously, at Nationwide Immigration Services Pvt. Ltd. (07/2023–02/2025) and Hire Indians Services Pvt. Ltd. (02/2018–06/2023), I managed incident and change activities for enterprise customers in the hospitality domain. I successfully handled weekly CAB calls, escalations, stakeholder communication, daily reporting, and process improvements to reduce workload and ensure network SLA’s and KPI’s are met.