Abhishek Mitra
Kolkata,TN
Summary
Dynamic Incident Manager with a proven track record at Accenture, excelling in major incident coordination and stakeholder communication. Adept at fostering cross-functional collaboration and driving effective resolutions, I leverage my IT operations management expertise and strong team-building skills to enhance service delivery and minimize disruptions.
Overview
13
13
years of professional experience
Work History
Incident Manager
Accenture
Bengaluru
12.2024 - Current
- Coordinate incidents from identification and escalation through resolution and closure.
- Prioritize incidents based on business impact, service disruption, and urgency.
- Route incidents to appropriate technical teams, service owners, and leadership based on severity, impact, and urgency.
- Organize and run incident calls, keep focus on actions and decisions, and assign next steps.
- Provided timely updates to business stakeholders, leadership, customers, and support teams to ensure transparency during incident resolution.
- Translate technical progress into clear business updates covering service impact, workarounds, and recovery expectations.
- Coordinated service restoration confirmation with technical and business teams, sharing updates with relevant stakeholders to ensure alignment and awareness.
- Coordinate post-incident reviews, track lessons learned, and follow up on corrective and preventive actions to reduce recurrence.
Production Editor - Project Manager (Editorial)
Straive
03.2020 - Current
- Enhanced production processes for weekly and monthly publications, ensuring timely delivery and quality.
- Oversaw production requirements for editorial content and page layout, maintaining alignment with project goals.
- Coordinated communication among stakeholders, authors, and team, facilitating seamless handoffs.
- Supported Springer Nature editors with print and digital publication workflows.
- Reviewed final files before print release.
Transaction Risk Investigator (German)
Amazon Development Center India Pvt. Ltd.
06.2013 - 01.2019
- Ensured e-commerce transactions remained trusted, safe, and protected from fraudulent activity.
- Analyzed statistical data across all areas of risk management and fraud prevention for amazon.de.
- Contributed to amazon's initiatives aimed at reducing bad outcomes and enhancing profitability through targeted risk management efforts.
- Reviewed historical operations data and technical customer history data to identify risk cases and broader trends.
- Supported bad debt reduction initiatives by finding new fraud and risk patterns.
- Fostered collaboration with cross-functional partners to strengthen team presence and support operational goals.
- Applied people management, team building, and cross-functional support skills with a proven risk management record.
Education
BA (Hons) - German
Jawaharlal Lal Nehru University
New Delhi01-2012
High Secondary (10+2) -
IGNOU
Gaya01-2008
Metriculation (10th) -
DAV Public School
Gaya, Bihar04-2005
Skills
- Incident management
- Major incident coordination
- IT service management
- Incident analysis
- IT operations management
- Project management
- Data analysis tools
- Auditing and quality assurance
- Stakeholder management
- Cross-functional collaboration
- Effective communication skills
- Team building
- MS Excel
- Cross-functional collaboration
Personal Information
- Title: Incident Manager
- Date of Birth: 1989-10-06
- Gender: Male
- Marital Status: Married
PERSONAL DETAILS
Language Known : English, German, Hindi & Bangla
Timeline
Incident Manager
Accenture
12.2024 - Current
Production Editor - Project Manager (Editorial)
Straive
03.2020 - Current
Transaction Risk Investigator (German)
Amazon Development Center India Pvt. Ltd.
06.2013 - 01.2019
BA (Hons) - German
Jawaharlal Lal Nehru University
High Secondary (10+2) -
IGNOU
Metriculation (10th) -
DAV Public School