ABHISEK DASH

Back Office Executive – MIS.|EDF (Électricité de France), January 2019 – October 2023.

• Managed Management Information Systems (MIS) for the operations team, ensuring accurate and timely reporting to support strategic decisions.
• Handled critical allocation responsibilities, distributing tasks among team members to ensure workflow efficiency and on-time completion.
• Specialized in resolving high-impact customer account issues, particularly 'Meter Mix-Up' cases, where customer meters were incorrectly assigned.
• Investigated and corrected meter data discrepancies to ensure accurate billing, safeguarding customer trust, and regulatory compliance.
• Collaborated with technical and customer service teams to verify consumption data, correct account mappings, and generate revised bills reflecting actual usage.
• Contributed to process improvements by identifying recurring issues in meter assignment, and suggesting preventive measures.

Incident & Problem Manager | National Grid (via ServiceNow Platform)
October 2023 – Present

• Manage major incidents end-to-end using the ServiceNow platform, ensuring timely resolution and minimal impact on business operations.
• Facilitate Post-Incident Reviews (PIRs) to drive continuous improvement, instilling a culture of learning and accountability across teams.
• Serve as a bridge between technical and non-technical stakeholders, streamlining communication during high-pressure situations to ensure clarity and coordinated response.
• Analyze recurring issues to identify root causes and implement long-term solutions, contributing to service stability and operational efficiency.
• Collaborate with cross-functional teams to improve incident and problem management processes, aligning with ITIL best practices.

• Resolved service user requests within target timeframes.
• Handled support desk calls, communicating complex technical information clearly and succinctly for optimal service user understanding.