Sonu Giri

ITIL v4-aligned ServiceNow professional with 12+ years in ITSM, specializing in Change Management, CMDB/Configuration Management, and IT Asset Management. Proven track record validating CI data within the CMDB for high-risk CAB assessments, designing audit-ready governance frameworks, and driving CMDB compliance and remediation programs. Skilled across Agile and Waterfall SDLC environments, with strong cross-functional stakeholder engagement across APAC/EMEA time zones.

Change Manager - HCLTech - Bengaluru

(2023-04 - 2026-09)

• Developed and led change management strategies and activities across the organization, ensuring minimal disruption to operations
• Drove stakeholder engagement and buy-in for key initiatives through targeted communication and issue resolution
• Delivered coaching, mentoring, and training programs to support employee adoption of new processes and systems
• Monitored impact of changes, ensuring compliance with policies, and reported on initiative effectiveness to leadership
• Documented change processes and applied best practices/lessons learned to drive continuous improvement
• Chair weekly CAB meetings, risk-rating changes (Standard/Normal/Expedited/Emergency) and enforcing zero-tolerance for unauthorized production changes.

Change Coordinator - Wipro Ltd - Hyderabad

(2020-04 - 2023-04)

• Owned the full lifecycle of Change Requests — impact assessment, risk evaluation, implementation, business sign-off, and Post-Implementation Review (PIR).
• Chaired weekly CAB forums to review high-risk changes with cross-functional stakeholders, evaluating technical, operational, and business impact before approval.
• Assessed technical and operational risk of proposed changes, ensuring back-out plans, UAT evidence, and sign-off documentation were in place ahead of go-live.

SLA Reporting Analyst - Wipro Ltd - Hyderabad

(2017-03 - 2020-03)

• Planned, facilitated, and documented outcomes and follow-up actions for Service Performance Review governance meetings.
• Managed daily availability reports, monthly operational MI (KPIs/KRIs), and live dashboards for real-time visibility.
• Monitored SLA/OLA targets against agreements, identifying gaps and driving service improvements.

Incident Coordinator - Wipro Ltd - Hyderabad

(2013-12 - 2017-02)

• Classified, prioritized, and escalated incidents through a structured L1/L2/L3 support model to technical teams and external providers.
• Logged and tracked all requests (phone/email), maintained client contact records, and documented troubleshooting and exception handling.
• Conducted hourly health checks (monitors/alerts) and managed formal shift handovers and escalation paths for continuity.

B.Com - Osmania University (2012)

HSC (12th Grade) - Kendriya Vidyalaya No. 1, Golconda, CBSE Board (2009)