Prabhakar R

Customer Overview: Lincoln National Corporation is a Fortune 200 American holding company, Which operates multiple insurance and investment management businesses through subsidiary companies.

Project Overview: Lincoln Partnered with Cognizant for transformational programs such as Application development, Maintenance, testing, Digital transformation services including cloud migration with the help of 1300+ associates worldwide.

Roles & Responsibilities

• Requirement Analysis/estimation of the Migration tasks
• Develop the functional specifications and technical specifications for the business requirements
• Initiate and drive major changes in programs, procedures, and methodology
• Responsible to maintain Quality in the project and face delivery Audits
• Plan and execute for bringing the applications to cloud Steady state
• Help team investigate blockers and fix business user tickets
• Managing the cloud scheduler team
• Support all the line of business in terms of AWS scheduling
• Part of release management to ensure the applications are deployed on time without issues
• Coordinate with LOB teams for on time delivery
• Preparing service performance reports and identifying & implementing service improvement programs(CSI-Transformations/Automation Ideas)
• Gathering the issues from various LOB's and coordinate for solutions with architects/stakeholders
• Responsible to maintain Quality in the project and face delivery Audits
• Project Management Office: Internal/External Audit, Dno delivery responsibility, Responsible for the Contractual Commitments, Service agreements maintenances
• Various SLA, Efforts tracking, Service Management Review, Delivery Forecast & Resource allocation
• Productivity Improvement controls, ESA PM role for entire project
• Manage operational tools like Mainspring metrics, manage DE audits, DGD update Weekly & monthly metrics management from DE tools
• Mainspring & BCP risk management for multiple ESA projects, BCP Management for multiple ESA projects

Customer Overview: Liberty Mutual is the 4th largest property and casualty insurer in US Globally diversified, ranking 77th on the fortune 100 offering wide range of P&C insurance product and services since 1912

Project Overview:

Cognizant - Liberty relationship is over 20 years, delivering large transformational programs across multiple business units including 29 countries having consulting, application development, maintenance, testing and digital transformation services including cloud migration with the help of 1600+ associates worldwide.

Roles and Responsibilities in the Project

• Lead a team of 32 members for Claims, Billing & National Insurance Technology (NI Tech) applications and performing project management work includes effort tracking, Capacity planning for the team and successfully made the team cross trained between applications (Towers) in Commercial Insurance
• Performed the role of Incident Manager and facilitated bridge calls by coordinating with internal and external third parties to resolve Incidents
• Managing the effective execution of Incident Management to restore service as quickly as possible with minimal business impact
• During crisis situations, provided regular progress notifications and communications to stakeholders and IT from the time an Incident is identified, through resolution
• Responsible for 24x7 operation team for Incident, Service Request & Change management, performance of team, ensuring high availability, SLA adherence and minimizing escalations
• To ensure implementation of processes for all services covered in the SOW & timely escalate non- compliance to delivery management
• Assist leads and others in getting the query clarified from customer
• Take customer feedback, analyze and suggest required changes in process and quality
• Prepared Action plan for all Complaints received and drive till closure
• Identify-initiate and implement continual service improvement and transformation plans
• Mapping client's requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client and IT team
• Conduct weekly/monthly review meeting with team and identify gaps to take corrective action Reviewing and auditing incident
• Preparing service performance reports and identifying & implementing service improvement programs (CSI-Transformations/Automation Ideas)
• Managing project risks by preparing mitigation and contingency plan for high / medium level risks
• Identified and updated the knowledge gaps in Standard work documents
• Responsible for supporting production and non-production applications runs in Java & Mainframe
• Monitoring and checking health for all Production and non- production environments through CA & ESP tools
• Monitoring Mailbox for production alerts/Incidents and business user's ad-hoc requests has been simplified and automated
• Managing incidents and service request through Remedy and updating Production and Non Production Incident logs in timely manner
• Handling release activities like triaging issues happening during release and participating in Release Bridge, work closely with release managers/different support teams till resolution
• Created instructional documents and supporting for Month end activities and Specific Business day activities
• Delay notifications to the downstream teams on the breach of SLA
• Communicate specific batch delays to customers, end users, business users and downstream teams

Customer Overview: MetLife is among the largest global providers of insurance, annuities, and employee benefit programs, with 90 million customers in over 60 countries. The firm was founded on March 24, 1868.

Project Overview: Administration activities for various individual and group annuity and life products

Roles and Responsibilities:

• Estimate for KT Plan for MetLife Traveller's applications to get the knowledge transition from the competitive external vendor (Infosys) for providing Incident management, maintenance activities like bug fix, small enhancements
• Understanding the requirement document from the client
• Requirement Analysis/estimation of the new development tasks
• Develop the functional specifications and technical specifications for the business requirements
• Initiate and drive major changes in programs, procedures and methodology
• Handle the delivery audits
• Played Scrum Master Role to track the details of daily production incidents and did the walk through with the client on the status of the production incidents
• Responsible to maintain Quality in the project and face delivery Audits
• Plan and execute for bringing the applications to Steady state
• Motivate and teach the team necessary skills to handle the project independently
• Help team investigate and fix business user tickets
• Help team investigate and fix program errors root cause analysis & documentation
• Equip team to handle escalation calls
• Identify the project risks and dependencies and worked on the mitigation plans
• Apart from the normal tasks was initiated various process improvement activities and automations to eliminate the manual efforts/to improvement the system performance
• Track and assist the team member's tasks and identify the knowledge gaps
• Plan and execute the knowledge transition sessions to fill the knowledge gaps
• Performed the peer reviews for other team member's deliverables to ensure the quality of the deliverable
• Conduct status calls with the client
• Prepare and report weekly and monthly project metrics
• Played Onsite Lead role for 3 months and worked in the EST timings (eastern time- USA)
• During this period played very vital role to complete the critical 'IMS database issue' in annuity host application
• This enabled to get an appreciation from Metlife business
• Playing as CTS Panelist and project level recruiter also participated many fresher and lateral level campus/off campus programs to select the right talent to the company and project

Project Overview: Cognizant provides primary production support for most of the MetLife applications that includes Incident Management and request fulfillment on production environment

Roles and Responsibilities

• Quick fix on issues related different regions, like bouncing of regions when required (N090, F090, A090, E090 and P090)
• Provide follow-up on tickets that are escalated to ensure closure
• First Point of contact for all Operational issues and ensure 100% SLA adherence in the operations handled in 24/7 production support
• Responsible for Organize team huddles and work towards keeping the tasks done in the shift Responsible for monitoring client infrastructure through various tools and techniques
• Responsible for preparing consolidated hourly/weekly/monthly reports for the Client
• Monitoring and cracking issues related MAINFRAME regions using tools like OPC, SAR
• Motivate and teach the team necessary skills to handle a support project independently
• Equip team to handle escalation calls
• Responsible to maintain Quality in the project by finding and fixing the root cause for the failure
• Resolve failures with minimal escalation
• Manage releases on a monthly basis
• Generate reports that are requested by business
• Active problem determination, handling resolution of tickets which falls under MAINFRAME technology using tools such as OPC, SAR and SPUFI