Rohit Dwivedi

· Service Delivery lead for Guidewire (GW) production support of PolicyCenter, Billing Centre, Claim Centre, DataHub & Infocenter on V8 for largest Australian Insurer.

· Incorporated strategies to build team in pre transition phase with ramp up plan, trainings, certifications, INC/SR Apps categorization, volumetrics and understanding of client landscape to take over service from incumbent.

· Successfully completed the 10 weeks transition for 14 GW Application within schedule following preparation of KT Plan, endorsed with client and vendor SME, running service rehearsal test, managed risk & issues during transition, access management, reducing knowledge document gaps and stakeholder management.

· Driving continuous service improvement that leads to improvement in quality and productivity through ticket reduction, shift left, business process enhancement, ATA (Automatic Ticket Assigner), use cases for ATR (Automatic Ticket Resolver), SOP’s.

· Elevate team for AO Services - Incident, Request and Problem Management. ITSM tool configuration, ticket types, definition, prioritization, change & release management.

· Develop robust metrics that communicate the performance of the team across multiple dimensions to different stakeholders.

· Managed Service delivery by adhering to SLA, KPI and BSM, performed ticket audit, RCA, configuration management, ticket trend analysis, RCA, and major incident management.

· Taking ownership of critical incidents, coordinating with integrated parties, and establishing effective communication between stakeholders for post-incident reviews.

· Responsible for governance reporting, WSR, MSR, maintaining risk register, CDP compliance, operating model to cover 24 by 7 support.

· Project preparation and representation of my account for the CMMI level3 review & audit.

· Guidewire AO Lead – For full stack Guidewire (GW) implementation on cloud i.e., PolicyCenter, Billing Center, Claim Center, DataHub & Infocenter on V9.1 for French major automotive manufacturer.

· Established AO Service Management - Incident, Request and Problem Management. ITSM tool configuration, ticket types, definition, and prioritization, measuring SLA-KPI (Resolution & Response SLA).

· Introduced process for Application availability check, GW Batches and Message Queue monitoring. Execution of user load batches in production, performed log analysis for erroneous records.

· Streamlined Admin data strategy for release of Admin data from Dev/Test/Pre-Prod to Production environment. Created Read Only roles for accessing application and DB of Production instances for AO team.

· Involved in Branching strategies, UAT defect triaging, performed RCA of UAT defects, production release process setup

· Responsible for governance and status reporting from offshore.

• Service manager for ODS, handling application development and service maintenance for 7 entities. This covers the data integration between multiple source system (AS400) with different front-end systems (like MCS, SFDC, PEGA, SAS) through Informatica.
• ODS is supporting complex business applications in Digital and Life insurance like Anti Money Laundering (AML), Data Lake, Finance Data Mart, Salesforce & Pega integration.
• Managed end to end project deliveries for small, medium, and complex projects from project inception till production handover.
• Drive automation ideas to improve service quality and reduce manual work by ticket reduction, shift left, automation of test support projects, development environment setup.
• Governance reporting which includes risks,issues, presenting regular status to client in weekly, monthly report, resource planning, forecast Vs actual analysis.
• Monitoring, measuring and reporting of SLA's and KPI and take actions out of metrics report to improve productivity.
• Work with multiple stakeholders including Client Managers, Business entity managers to review the service maintenance, understand concerns and drive continual improvement initiatives through problem management.
• Represented project for CMMI process review for process adherence of CMMI Level 3.
• Solutioning, estimation, proposal submission and end to end delivery of Informatica version upgrade from V9.1 to V10.1 for Production and Non-production instances for 7 entities.

· Led end-to-end project deliverables from demand creation till production deployment.

· Workshops with BA for requirement elicitation, POC’s for complex requirements, preparation of functional design documents.

· Analyzing the critical client requirements and provide feasible solution for implementation in Tia.

· Review functionalities built in 7 sprints on Customer, Products configuration, Policy Administration, Claims and Accounts modules.

· Continuous review of development of Tia modules with integration with online and batch prints and MIBI reports. Resolve dependencies/roadblocks by providing the required information to individual team.

· Ownership of Functional Design Transition calls, Transition Query tracker, Development Query Tracker.

· Defect triaging, reviewing code issues and maintaining the Code issue less than 5%.

· Defect management call with all stakeholders. (Accenture Onshore, Client, Tia).

· Asses the feasibility and impact of Tia ADF delta releases. Managing Tia defects with client and Tia (Product).

· Planning and conducting KT for new joiners, Infrastructure setup and environment setup (Development, ST, SIT, UAT)

· Configuration and release management with Clear Case and Clear Quest.

· Estimation, extensive planning of execution of 74+ CR to run them through development /SIT/UAT/ Production phase.

· Estimation, extensive planning of execution of 74+ CR

· Identify dependencies on the CR’s to pool them in the groups for production releases.

· CR’s were distributed across multiple applications & team with different skills. Hence an effective co-ordination was required in testing phase.

· Tracking progress, validating dependencies, and effectively aligning resources to have minimum ideal hours.

· Managing parallel execution in multiple phases i.e., Build/SIT/UAT and production releases simultaneously.

· Weekly status presentation to present the status, risks, issues with business representatives.

· Visited client site to manage effective production release of final set of CR’s.