Anindya Mondal
Paris
Summary
Incident Manager with over a decade of experience in incident management, client relationship management. Expertise in managing major incidents for large B2B accounts, internal & external coordination, incident reporting and escalation. Fluent in multiple languages, with a Master’s in International Management and Information Systems.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Support Account Manager & quality engineer
SYSTRAN by CHAPSVISION
02.2017 - Current
- Managed incident, problem, and service requests for large accounts.
- Acted as a single point of contact (SPOC) for high-priority incidents, coordinating between Service Delivery, Engineering, and Product teams.
- Conducted root cause analysis (RCA) and proposed continuous improvement initiatives.
- Regular escalation meeting with R&D and dev-team for bug-track and backlog reporting
- Continuous improvement of test plans based on bugs, new features and customer complaints
Incident Manager
Ticket Surf International (Waripay)
05.2015 - 01.2017
- Managing incident logs and monitoring the high priority tickets.
- Transversal coordination and communication during the resolution of an incident and escalation.
- RCA, incident reporting, knowledge management, problem logging.
- Tracking the statistics of incident, monitoring the client satisfaction for a payment solution generating a monthly turnover of 30 million Euros.
- Customer relationship management for a partner portfolio consisting 40 clients.
- Created a process to monitor, log, and respond for high priority incidents.
- Created and actively participated in quarterly backlog analysis
International coordinator
EPITA
11.2013 - 04.2015
- New partner development & coordination: Organising visits and participating in various events in Asia to create brand awareness
- Managed international relations and trained overseas representatives
Junior Incident Manager
IBM France
09.2012 - 08.2013
- Supported IBM’s Global Service Delivery Analyst with incident and problem management.
- Improved KPIs and customer satisfaction by reducing volume of backlogs by 50%.
Junior Project Manager
ESCOM Energy France
06.2012 - 08.2012
- Assisted in market research and production cost studies for telecom and energy solutions
Incident analyst
PCONCALLS
06.2010 - 07.2011
- Incident analysis Level 1 and 2
- Incident reporting internal
- Technical support for Windows applications.
Education
MBA - Information System Management
Clermont School of Business
Clermont-Ferrand, France10-2013
B.Tech, Electrical, Electronics and Communications Engineering - undefined
West Bengal University of Technology, Kolkata
01.2010
Skills
- Incident management
- Incident reporting
- Customer support
- Customer Training
- OS - Windows/Linux
- ITSM Tools - JIRA, ZENDESK, MANAGENOW, REDMINE
Certification
- ENGLISH LANGUAGE QUIZ B2
- ITIL foundation V3
Languages
Bengali
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
French
Advanced (C1)
Hindi
Advanced (C1)
Timeline
Support Account Manager & quality engineer
SYSTRAN by CHAPSVISION
02.2017 - Current
Incident Manager
Ticket Surf International (Waripay)
05.2015 - 01.2017
International coordinator
EPITA
11.2013 - 04.2015
Junior Incident Manager
IBM France
09.2012 - 08.2013
Junior Project Manager
ESCOM Energy France
06.2012 - 08.2012
Incident analyst
PCONCALLS
06.2010 - 07.2011
B.Tech, Electrical, Electronics and Communications Engineering - undefined
West Bengal University of Technology, Kolkata
MBA - Information System Management
Clermont School of Business
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