Smila Varghese

American International Group, Inc. (AIG) – Commercial Insurance:

Locations: Offshore (May 2016 to date)

Model: Agile; Application Management Services

Software Lifecycle: Major Enhancements; Maintenance

Service Delivery Manager:

• Leading a 90+ member team supporting the General Insurance Applications AMS, EMEA region.
• Streamlined the Weekly/ Monthly Status Reporting to the IT Management.
• Optimizing the team, centralizing the reference documentations, dashboard improvements.

Application Support Lead:

• Improved User Experience by streamlining the Access Provisioning for the EMEA region.
• Enabled 80+ items for Left Shift from the L2 team to the L1.5 team.
• Reduced business escalations for L2 tickets by > 50%.

Application Lead:

• Led a 14-member team managing the Policy Administration systems for the Europe, Middle East and Africa regions.
• Reduced the high open count of tickets by 30%.
• Streamlined the processes for handling issues with the infrastructure teams, weekend patching related.

Transformation Lead:

• Streamlining the Ready for Business Checks for the General Insurance Applications – Claims, Policy Admin and Underwriting applications.
• Process definition for the L1.5 team and leading the Claims Application support team.
• Leading the Automation team to define the Batch Monitoring scope, UI design for eye on glass monitoring and SOP Based Left Shift items.

Business Analyst:

• Taken over the Business Analyst Role at Offshore performed by Onsite Analyst.
• Captured requirements by working with the Business Heads of the Workers Compensation Insurance Department and Claims Divisions.
• Worked with the offshore team to translate the requirements and design the deliverables.

United Services Automobile Association (USAA) – Banking and Financial Services:

Locations: Offshore (May 2006 to Jan 2008); Onsite;Texas, U.S.A (Jan 2008 to Oct 2010); Offshore (Nov 2010 to Aug 2015)

Model: Waterfall; Agile

Software Lifecycle: Development; Major Enhancements; Maintenance

Application Maintenance Lead:

• Leading an 8-member team working on Loan Application Enhancements
• Ensuring proper hand-over for major enhancement implementations post warranty to the maintenance team
• Identifying new opportunities for minor enhancements in the applications.

Business Process Analyst/ Lead

• Consolidation of the Banking Backend Business Processes
• Documentation of the Business Processes using iGrafx Tool.
• Leading the team of 12 members to deliver the Business Process Documentation.

Functional Analyst:

• Capturing the requirements by working the Product Owner to define the Offer component for Deposits.
• Translating the UI requirements with the UI designer.
• Working with the technical lead and team at offshore to hand over the requirements and design.

Technical Lead:

• End to end Front-end component delivery of the Pricing Module for the Loan Application.
• Liaising with the Backend component for the Pricing Definitions and Financial Reconciliations.
• Discussions on the Pricing Module and Loan Amortization Schedule with the Product Owner and Analysts.

Developer

• A section of the Loan Application Business Objects coded in Core Java.
• DB Tables, columns analysis vs Hibernate xmls and the business objects.
• Support for module Integration and integration testing for the Business Services, Workflow and Rules modules with the Business Object Module.