Summary
Overview
Work History
Education
Skills
Certification
Certificate in ITIL Design and Implementation L2
Timeline
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Atanu Basu

Atanu Basu

Incident Manager
Dhapdhapi, Baruipur

Summary

Passionate and Insightful Incident Manager with 3 years of experience in leading cross-functional incident response and risk communication. Highly skilled in translating technical jargon into clear and concise communications, ensuring a prompt and efficient resolution of incidents. Master of Arts in English and ITIL certified. Fluent in English and Hindi. Excited to bring my expertise and drive for excellence to a dynamic company like Wipro, leveraging my technical affinity and communication skills to further enhance incident management practices.

Overview

16
16
years of professional experience
4
4
Certifications

Work History

Incident Manager

Wipro Technologies
12.2021 - Current
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
  • Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
  • Provided expert guidance during critical incidents, assisting technical teams in resolving complex issues quickly and effectively.
  • Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
  • Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
  • Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Assisted in RCA post resolution of an incident.
  • Managed and coordinated the response to critical incidents impacting customer experience, resulting in a 30% reduction in resolution time.
  • Communicated ongoing incidents to customers and internal stakeholders by sharing proper updates at regular intervals.

Subject Matter Expert

Wipro LTD
09.2020 - 11.2021
  • Analyzed business problems, identifying root causes and developing robust solutions.
  • Presented findings at conferences and workshops, showcasing expertise and building credibility within the industry.
  • Prepared proposal documentation and specifications based on user analytics.
  • Generated reports detailing findings and recommendations.
  • Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
  • Monitored and tracked user progress to identify improvement opportunities.

Assistant Teacher of English

Sri Ramakrishna Ashrama Institute(High School)
06.2014 - 08.2020
  • Implemented differentiated instruction techniques to address diverse learning needs of the students in the class.
  • Fostered student curiosity and interest through creative hands-on activities.
  • Provided one-on-one and group-based learning support focused on student progress.
  • Developed and implemented classroom routines to address varying student needs.

Assistant Teacher of English

Dhapdhapi High School(H.S)
04.2008 - 05.2014
  • Implemented differentiated instruction techniques to address diverse learning needs of the students in the class.
  • Fostered student curiosity and interest through creative hands-on activities.
  • Provided one-on-one and group-based learning support focused on student progress.
  • Developed and implemented classroom routines to address varying student needs.

Education

Master of Arts - English

Rabindra Bharati University
Kolkata, India
05.2001 -

Certificate in English Language - English Language And Literature

Ramakrishna Mission Institute of Culture
Kolkata, India
05.2001 -

Skills

Attention to Detail

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Certification

ITIL Design and Implementation L2

Certificate in ITIL Design and Implementation L2

It's a L2 level Certification program organized by Wipro for the internal employees for their growth and development in the incident management process, helping them to upskill and expand their further growth both inside as well as outside the company based on the certification.

Timeline

AI Fundamentals

03-2024

Azure Open AI

03-2024

ITIL Design and Implementation L2

08-2023

Cloud Azure Admin

02-2023

Incident Manager

Wipro Technologies
12.2021 - Current

Subject Matter Expert

Wipro LTD
09.2020 - 11.2021

Assistant Teacher of English

Sri Ramakrishna Ashrama Institute(High School)
06.2014 - 08.2020

Assistant Teacher of English

Dhapdhapi High School(H.S)
04.2008 - 05.2014

Master of Arts - English

Rabindra Bharati University
05.2001 -

Certificate in English Language - English Language And Literature

Ramakrishna Mission Institute of Culture
05.2001 -

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Atanu BasuIncident Manager