Karthikeyan Mathivanan
Scrum Master / Business Analyst
Summary
PROFESSIONAL SUMMARY
Insurance-focused Business Analyst / Scrum Master with 17+ years of experience at Tata Consultancy Services, delivering enterprise-grade Insurance applications across Policy Administration, Claims Processing, Underwriting, Billing, and Regulatory Reporting systems.
Strong expertise in Agile (SAFe), insurance workflows, transaction processing systems, UAT, production support, and cloud migration (AWS). Proven track record in delivering SLA-driven, compliance-ready insurance platforms with zero critical production disruptions. Experienced in managing cross-functional teams in regulated environments and driving digital transformation initiatives across Life & General Insurance domains.
Overview
17
17
years of professional experience
4
4
Languages
Work History
Scrum Master I Project Manager
Tata Consultancy Services Ltd
08.2020 - 09.2025
- Led Agile delivery for Insurance digital platforms including Policy Issuance, Claims Processing, and Customer Self-Service Portals
- Facilitated PI Planning, Sprint Planning, Reviews, Retrospectives for insurance product releases
- Managed regulatory-driven releases ensuring compliance with insurance authority standards
- Coordinated cross-functional teams (100+ members) across Business, Actuarial, QA, DevOps, and Operations
- Reduced release cycle time by 60% through Agile transformation and CI/CD adoption
- Ensured zero downtime for policy servicing and claims settlement systems
- Supported migration of insurance applications from on-prem to AWS cloud
- Tracked KPIs: Release Stability, Defect Leakage, Velocity, Claims TAT, SLA adherence
- Reduced delivery delays by 30% via proactive dependency and risk management
Project Lead L Business Analyst
Tata Consultancy Services Ltd
01.2020 - 08.2020
- Gathered and documented requirements for Health Policy Administration, Claims Processing, Cashless Hospitalization, and Pre-Authorization modules
- Translated business workflows covering Member Enrollment, Policy Issuance, Endorsements, Claims Adjudication, Provider Network Management, and TPA integration into detailed user stories
- Led UAT with Health Insurance business users including Claims Adjudicators, Medical Review Team, Underwriters, TPA Operations, and Provider Management teams, achieving 99% first-pass UAT success
- Coordinated testing of cashless claims, reimbursement claims, co-pay calculations, deductibles, sum insured utilization, and policy coverage validations
- Managed defect triage sessions ensuring compliance with IRDAI Health Insurance guidelines and internal audit controls
- Ensured regulatory and financial reconciliation between Claims System, Policy Admin System (PAS), Billing, and Finance modules
- Secured stakeholder sign-offs for production releases in a regulated health insurance environment
- Improved release readiness and reduced claim processing defects by 30%
QA Analyst (Banking & Enterprise Systems)
Tata Consultancy Services Ltd
02.2017 - 01.2020
- Executed functional, regression, and UAT testing for transaction-heavy applications
- Validated financial data accuracy, reconciliation, and reporting outputs
- Prepared detailed test cases, defect metrics, and release sign-off reports
- Supported production validation post-deployment to ensure transaction stability and compliance.
- Generated in-depth test reports for stakeholders, aiding in data-driven decision-making, and contributing to a 25% reduction in release cycle time.
- Implemented automated testing solutions using JIRA and Confluence, enhancing test accuracy by 40%, and expediting regression test cycles.
- Frequent validation of the application and code deployment captures the bugs before moving to the production environment.
Production Support / Transaction Processing
Tata Consultancy Services Ltd
03.2016 - 02.2017
- Provided L2 production support for high-volume transaction processing systems
- Managed incident, problem, and escalation handling under strict SLA commitments
- Used ServiceNow, JIRA, DMS, and mainframe systems for transaction tracking and resolution
- Ensured end-to-end transaction flow, data accuracy, and timely customer communication
- Maintained audit-ready documentation and supported compliance requirements
- Handling of escalations and HLC issues.
- Ensuring the tickets are worked on and closed within the time frame.
- Tracking productivity using JIRA, ServiceNow, and Power BI.
- Preparing the rostering schedule for support engineers using the Microsoft management tool and participating in an on-call rotation to provide 24/7 production support, and ensure prompt incident resolution.
- Maintained comprehensive documentation of incidents, providing valuable insight for future reference.
- Minimize disruption by efficiently troubleshooting and resolving software issues.
Order Management Process /Revenue Assurance Analyst
Tata Consultancy Services Ltd
10.2008 - 03.2016
- Hands-on experience in Telecom Revenue Assurance ensuring accurate billing, leakage prevention, and end-to-end revenue integrity
- Monitored Order-to-Cash (O2C) lifecycle to ensure services provisioned were correctly billed
- Performed reconciliation between order management, provisioning, billing, and revenue systems
- Identified and analyzed revenue leakage issues caused by provisioning errors, delayed activations, or incorrect billing
- Supported billing validation, usage validation, and invoice accuracy checks
- Worked with Finance, Billing, IT, and Operations teams to resolve revenue-impacting defects
- Ensured SLA compliance for high-value enterprise and retail telecom customers
- Maintained audit-ready documentation supporting revenue assurance and compliance reviews
Education
BBA - Batchelor Of Business Administration
Vel's Collage of Arts & Science
Pallavaram, Chennai, India05-2008
Skills
Agile and Scrum Methodologies
JIRA and Confluence
ServiceNow and CherwellManual Testing
Order Management
ITIL Service ManagementRally
DMS (DatabaseManagement System)
CSS Main Frame
AWS Cloud Frame Work
Basic Understanding of AI Generative & Agent
Certification
- May 2023
Professional Scrum Master I
(PSM I)
Timeline
Scrum Master I Project Manager
Tata Consultancy Services Ltd
08.2020 - 09.2025
Project Lead L Business Analyst
Tata Consultancy Services Ltd
01.2020 - 08.2020
QA Analyst (Banking & Enterprise Systems)
Tata Consultancy Services Ltd
02.2017 - 01.2020
Production Support / Transaction Processing
Tata Consultancy Services Ltd
03.2016 - 02.2017
Order Management Process /Revenue Assurance Analyst
Tata Consultancy Services Ltd
10.2008 - 03.2016
BBA - Batchelor Of Business Administration
Vel's Collage of Arts & Science