Dipesh Parnand
Incident Manager
Bangalore
Summary
Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 4.5 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations. Looking forward for a challenging job that would give me an opportunity to grow professionally and personally
Overview
5
5
years of professional experience
Work History
Incident Manager
Accenture
Bangalore
04.2024 - Current
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
- Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
- Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.
- Led efforts to improve internal communication tools used in managing incidents, increasing transparency and reducing response times.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Reduced system downtime by proactively monitoring network performance and addressing potential issues before they escalated.
- Wrote strategic business plans outlining need for departmental information technology resources.
- Ensured compliance with industry standards by staying up-to-date on best practices in incident management methodologies.
- Contributed to the development of organizational disaster recovery plans by incorporating insights from past incidents and emerging trends in cybersecurity threats.
- Streamlined workflows by automating routine tasks within the incident management process, freeing up resources for higher-priority issues.
- Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
Quality and Training - (KYC AML)
Concentrix Daksh India Pvt Ltd
Bangalore
11.2022 - 12.2023
- Worked as Trainer and Quality Evaluator in Concentrix
- Managed Projects and provided training and designing procedures and policies for the process received
- Preparing training plotter and provide detailed training analysis
- Skill mapping the resources available according to the agent's skill sets and interests
- As a Quality evaluator based on agreed sampling the work items and assigning QC Volume
- Conducted regular quality huddles and send Quality reports everyday
- Prepare daily individual quality reports and performance reports
- Provided One on One feedbacks to agents for incidents received
- Conduct calibration calls with onshore for the projects received and collaboration calls with operations and support team
Sr. Representative Operation
Concentrix Daksh India Pvt Ltd
Bangalore
11.2021 - 10.2022
- Perform remediation as per standard operating procedures
- Working as per AML requirements to recommend explanation of changes
- Worked on KYC requirements by ID&V the customer
- Remediating the customer profile including both individual and entities
- Examine the documents for Individual, company, trust and partnership
- Performing transactional analysis and pro actively engage to mitigate risk in the profiles
- Check and clearly monitor the number of single and joint account of each individual
- Analyze and review financial statements of new and existing loans
- Closely monitor for all the active account, and check and specify the liabilities included on that
- Analyze and review individual disclosed and undisclosed liabilities add to the credit calculations
- Finding out the unpaid liabilities and arrears of applicant and report the same
- Analyze documents and review for additional income and liabilities if any
- Collect and verify all the information including income and liabilities and calculated the HEM and CCR ratio
- Make decisions on the basis of CCR value and add exemptions' if required
- Reviewed, maintained and make crucial decisions on applications in compliance with procedure
Associate- Research - (KYC AML)
WNS Global Services
Nashik
08.2020 - 10.2021
- Onboarding Client (Individual & Organization) by conducting End-to-End KYC
- Responsible to demonstrate complete end to end KYC understanding along with the associated risks
- Performing Enhanced due diligence for High-Risk financial intermediaries
- Performing Sanctions, PEP, Adverse media screening and OFAC list searches
- Conducting periodic KYC remediation for clients prioritizing based on risk ranking
- Ensuring compliance with all AML Regulation & KYC Procedures
- Used tools like Fircosoft, Lexis, RDC for name list screening (NLS) and used inhouse tools for processing the case to further teams
- Responsible for alerts disposition consistent with the Global AML Standards, provides an initial assessment of potential Money Laundering, Terrorist Financing as well as other nefarious activity and recommends alerts for escalation and further review or closure as false positives
- Ensuring compliance with all AML Laws, regulations, written procedures KYC Customer/Transaction Monitoring, analysis of transactional information to identify risk trends and potential wary activity
- Collect and document data, including alerting activity, account information, transactional data, KYC information, politically exposed person (PEP) status, adverse media as well as counterparty and any other required information to assist in the investigation
- Review and analyze underlying data gathered opposite Anti-Money Laundering (AML), Terrorist Financing (TF), Human Trafficking and other red flags to assess whether the alert should be recommended for escalation or to be closed with no further action
- Fully document all alerts, including supporting data, analysis as well as escalation or close recommendation rationale within the case management system in a timely manner and consistent with the firms quality standards
- Identifying the suspicious customers and reporting to the AUSTRAC and also identifying the customers those who are not valid for no longer with the banking activities and exit the customers as per AUSTRAC regulations
- Engaged in developing systems and AML processes; fostering an environment of regulatory awareness and ensuring that efficient & high-quality services were provided to clients within agreed compliance norms (AML guidelines and KYC norms) Performing KYC checks on Due Diligence (EDD)
- Managing day-to-day operations to ensure smooth migration through opportunity identification in collaboration with process experts for process improvisation
- Approving clients through due diligence procedures including the review of KYC documentation, public record research and AML procedures
Education
Graduation - BBA - Marketing
BYK College of Commerce
Nashik04.2020
Skills
Developing and implementing enterprise governance, risk, and compliance strategy and solutions
Researching and locating information
Security project management and planning
Maintaining confidentiality
Troubleshooting and operating a computer and various software packages
Establishing facts and drawing valid conclusions
Using judgment and ingenuity
Comprehending technical languages
Adapting to needed changes
Remaining calm under high pressure/difficult situations
Good Telephone Etiquette
Accomplishments
- Awarded "Highest Kudos for the Month" in the team for exceptional incident management and customer service.
- Successfully managed and resolved high-priority incidents per month, ensuring minimal downtime and business impact.
- Received customer commendations and positive CSAM feedback for prompt issue resolution and exceptional service.
- Represented and Titled as Unsung Hero from Bangalore for Concentrix (2023)
- Achieved Top Performer Award every quarter
Personal Information
Date of Birth: 07/22/00
Expertise - Languages
- English
- Hindi
- Marathi
- Telugu
Timeline
Incident Manager
Accenture
04.2024 - Current
Quality and Training - (KYC AML)
Concentrix Daksh India Pvt Ltd
11.2022 - 12.2023
Sr. Representative Operation
Concentrix Daksh India Pvt Ltd
11.2021 - 10.2022
Associate- Research - (KYC AML)
WNS Global Services
08.2020 - 10.2021
Graduation - BBA - Marketing
BYK College of Commerce