Jocelin Mathews
Pune
Summary
Project Lead with strong project delivery, stakeholder coordination, and Agile ways of working. Leads application improvement and ticket-reduction initiatives across insurance applications, cutting recurring incidents by 50%. Brings SDLC knowledge, Jira, SQL/PLSQL, and cross-functional collaboration to support end-to-end delivery and governance.
Overview
1
1
Certification
16
16
years of professional experience
Work History
PROJECT LEAD
Clover Infotech
02.2020 - Current
- Lead application support and improvement initiatives for insurance applications, coordinating delivery across business stakeholders, business analysts, developers, L1/customer support, vendors, application SPOCs and end users.
- Lead DIY/self-service enhancements that enable end users to complete supported processes independently and reduce reliance on application support teams.
- Drove ticket-reduction and prevention activities by analysing recurring incidents, user-knowledge gaps, application defects, and process inefficiencies; coordinated SOPs, user guidance, and automation opportunities to enhance service reliability.
- Established structured L1 governance for ticket classification, prioritisation, and recurring-issue analysis, enabling effective root-cause follow-up and management escalation to improve incident management processes.
- Coordinate weekly and monthly reviews of ticket trends, SLA performance, backlog, repeat/reopened tickets, risks, blockers and reduction initiatives; prepare dashboards and management updates.
- Translated business pain points into structured requirements for development teams, providing functional and technical guidance throughout test-case preparation, internal testing, and release readiness to ensure alignment with user needs.
- Collaborated with vendor and downstream teams to track delivery commitments and resolve dependencies.
SOFTWARE PROGRAMMER
Bajaj Allianz General Insurance Co. Ltd.
06.2018 - 02.2020
- Enhanced insurance applications using SQL/PLSQL, addressing business requirements and implementing functional improvements.
- Collaborated with business and technical stakeholders to analyze requirements, investigate defects, and support development, testing, and releases.
- Resolved production issues and ensured application stability across insurance processes.
PROGRAMMER
Bajaj Allianz Life Insurance Co. Ltd.
09.2010 - 05.2018
- Contributed to all SDLC phases, including requirements gathering, SQL/PLSQL development, defect resolution, testing, and implementation support, ensuring successful project delivery.
- Enhanced insurance application modules, focusing on health and motor insurance processes, improving functionality and user experience.
- Established technical and insurance-domain expertise, facilitating transition into application support leadership and project delivery roles.
Education
M.Sc. / M.S. - Computer Science
Interdisciplinary School of Scientific Computing
Pune06-2010
B.Sc. - Computer Science
Abeda Inamdar Senior College
Pune06-2008
H.S.C -
MIT Jr.college
Pune06-2005
SSC -
St.Helena's High School
Pune06-2003
Skills
- Agile and Scrum methodologies
- Project delivery and coordination
- Project planning and milestone tracking
- Requirements analysis and scope definition
- Risk, issue, and dependency management
- Stakeholder leadership and cross-functional collaboration
- Release and deployment coordination
- Functional testing and UAT support
- Software development lifecycle (SDLC)
- Jira proficiency
- Vendor coordination and team collaboration
- Root cause analysis and problem resolution
- Ticket reduction and process optimization
- Digital self-service enablement
- Insurance technology expertise
- SQL and PL/SQL skills
- Microsoft Excel expertise
- SOP and knowledge management
Personal Information
Title: TECHNICAL PROJECT LEAD | PROJECT DELIVERY | INSURANCE TECHNOLOGY
Certification
Scrum Alliance Certified ScrumMaster
SELECTED PROJECT & TRANSFORMATION INITIATIVES
- DIY / Digital Self-Service: Led requirements, scope assessment, development coordination, functional testing, UAT support, demonstrations, SOPs, deployment and post-launch knowledge transfer for end-user self-service capabilities.
- L1 Support Transformation and Ticket Reduction: Applied a prevention-focused governance approach connecting ticket classification, recurring-issue analysis, root-cause follow-up, corrective actions, permanent fixes and ticket avoidance.
- Ticketing Process Enhancement: Contributed requirements for guided ticket creation, SOP/knowledge integration, improved classification and routing, repeat-ticket visibility and stronger management reporting.
Accomplishments
- Spot Award - August 2020
- Clover Champion for the Quarter Q2-2021
- Circle of Influence Award - July 2025
Timeline
PROJECT LEAD
Clover Infotech
02.2020 - Current
SOFTWARE PROGRAMMER
Bajaj Allianz General Insurance Co. Ltd.
06.2018 - 02.2020
PROGRAMMER
Bajaj Allianz Life Insurance Co. Ltd.
09.2010 - 05.2018
M.Sc. / M.S. - Computer Science
Interdisciplinary School of Scientific Computing
B.Sc. - Computer Science
Abeda Inamdar Senior College
H.S.C -
MIT Jr.college
SSC -
St.Helena's High School