Kanakaraju Madhanakuppam

• Cognizant Technology Solutions | Portland, OR
  • Working as a Program manager for Kaiser Permanente healthcare industry giant where it has around 16M members.
  • My primary responsibility includes managing various programs worth 88K to150 Million worth of projects for Kaiser Permanente Digital Bio. Especially in delivering chat products for Enterprise Communication Notifications Platform.
  • Recently my role has been focused on developing KP Intelligent platform and Conversational UI/AI for KP members, Virtual care clinicians and pharmacists. (Get Care Now experience).
  • The KP intelligent platform is to develop intelligence models which enable members to find and choose the right guided care option, care team and facility anywhere, anytime more easily. This is to simply and personalize care navigation experience with symptom assessments, decision support, intuitive and anticipatory tools, and centralized real-time and asynchronous communication capabilities.
  • Accelerate the Digital Transformation by enabling data and advanced AIML capabilities. Enable the experience engineering teams to delivery personalized, unified, intelligent, and engaging consumer experiences across channels supported by AIML Natural language processing and unified consumer and customer data.
  • Also managed member services chat capabilities where its main purpose is to reduce the call center volumes and operational costs where all the calls are diverted to chat for knowing their coverage and benefits.
  • Has experience right from medical hospital to pharmacy and physician to Nurse all the IT systems were maintained and managed by our team. Even the minor handheld device transactions and pharmacy inventory fulfillment as well been maintained very qualitatively as per the availability management standards.
  • Managed Onsite and Offshore members of 10 & 40 respectively. Across multiple technologies like Bigdata/Hadoop, informatica, java, .net, mainframe and niche technologies.
  • Overall account strength is 300+ and my role is Service Delivery manager for Analytics and Service Delivery & National Finance IT functions portfolio.
  • Applying Improvements based on learnings from other engagements/Portfolios because the model is MSI – Multi services Integrations.
  • Initiated Reduce Cost of Routine Operations (RCRO) - Created capacity for new capabilities or cost savings through reducing the cost of routine operations, achieved 42.5 M that baselined in 2019 as my goal.
  • Inducted 200 Support Admin Guides for 116 applications as per revised SOX, HIPPA and Kaiser Support guidelines & standards.
  • Worked in Reliability Engineering to improve member experience for KP.org, improved System of Record Performance - Reduce incidents for SORs.
  • Analyzed to mature the monitoring capability, by initiating a long-term strategy of command center and Unified Monitoring Team (UMT) across the enterprise.
  • Instrumental in migrating legacy applications to Cloud/Hadoop clusters.
  • Provided management support for automated application shut-down/start- up scripts which is called RAPS program. It was part of zero maintenance initiatives.
  • My Major responsibilities is sharing the metrics on incident trends, application availability & stability and health of the applications (360 degree view Dashboard).
  • Once the incident trend is released then need to work with team in identifying known issues and reduce the incidents either by eliminate strategy or automate strategy by applying appropriate prevention fixes.
  • Worked and Delivered below services along with Service Now Ticketing tool.
  o Incident Management(Preliminary root cause findings)
  o Change Management
  o Problem Management (Root cause findings, Corrective and Preventive actions.
  o Service Request Management
  o Events Management (High/Critical incident management).
  o Small Enhancement Services(Effort Estimation)
  • Successfully delivered large Onelink financial Projects with in Kaiser IT Digital Ecosystem. (~ 3200 servers).
  • Interfaced effectively with key accounts, answering questions and delivering exceptional services.
  • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available team.
  • Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
  • Planned and managed application maintenance projects and entire SDLC lifecycles, from conception through final completion of both Agile and waterfall model.
  • Served as primary interface for onboarding new team, providing documentation resources on service delivery policies and establishing scheduling calendars.
  • Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Worked with high-profile customer to select third-party vendor for IT infrastructures.
  • Attended staff and client meetings and served as liaison to manage operations for account on daily Governance meetings.
  • My role in meetings is consolidate all the incidents/issues and report in the daily morning meetings. And collaborate with team to see how we can fix it permanently, if other teams are involved then we have to raise PBI to track until the problem resolved.
  • Coordinated new hire recruitment, training and development.
  • Implemented and supported 40 plus applications at client site.
  • Ensured proper staffing levels to guarantee timely and accurate deliveries.
  • Met with business leaders to better understand IT issues that negatively impacted businesses.
  • Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
  • Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Hired, managed, developed and trained team members, established and monitored goals, conducted performance reviews and suggested incentives to team members.
  • Implement Debt Management tool for continuous debt assessment
  • Continue Defect Remediation focus to fix top incident influx contributors;
  • Special RCA focus on ePIMSareas to ensure maximum store uptime.
  • Establish KPIs for Problem Management process to track RCA effectiveness
  • Establish Release entry framework in all areas to eliminate gaps and improve ARS involvement in SDLC
  • Continue on tactical improvements using debt elimination process until the SRE strategy is finalized by KP
  • Complete Validation heat maps for all areas (based on HPAS)
  • Implement all opportunities identified for script-based automation –100%
  • Proposed solution to Eliminate Knowledge debt through Chat bots in HR mail box applications.

· Involved in Right shoring to achieve cost savings through movement of resources from California to other locations in US, Canada & Mexico. Continue to explore opportunities to convert MT to MS (Technical Debt, Program Management, EFP&A Enterprise Financial Program and Analytics)

Wipro Technologies | Winston-Salem, NC

· Worked as Technical Lead in Hanes(Retail Unit) Brand.

· Developed suggestions for technical process improvements to optimize resources.

· Worked closely with customers to evaluate various types of risks such as impact, reputation and regulatory.

· Guided, coached and lead project teams, delegating tasks and evaluating performance and progression of project pace.

· Liaised between business and technology units to manage delivery schedules for applications.

· Communicated project status, delivering audience messages and change management with clients.

· Communicated cross-functionally with technology leaders across analysis, architecture, build, quality assurance, and deployment and support teams on project execution.

· Provided leadership and support for IT department.

Farmers Insurance:

· The Farmers Data Warehouse System (FDWS) ETL architecture consists of those modules, processes, and structures needed to gather source data, store this data in an integrated, conformed environment, and provide the data to Farmer’s business units in a variety of formats to meet their business needs. The ETL architecture applies enterprise-wide business rules, cleanses and conforms the source data, and maintains complete business and operational metadata throughout the ETL process. To accomplish these goals, the ETL architecture gathers new and changed source data from Farmer’s transaction systems (APPS/FPPS, SCV, and ECMS in Phase 1) into staging tables, applies data cleansing, business, and data validation rules while loading the data to holding tables. If all operations are successful, data is then loaded to the Farmers Data Repository (FDR), then to the data marts (MLCDM in Phase 1) and specialized extract tables. Error reporting and reprocessing tables allow faulty data to be set aside, corrected, and reintroduced to the environment to ensure data integrity and accuracy. Audit, Balance and Control (AB&C) processes are incorporated throughout the architecture to gather operational metadata, support ETL operations and provide mechanisms to report errors. Development standards and configuration management processes are

established to provide consistency across all components, support

Mahindra Satyam |HYDERABAD, INDIA

· Worked as Technical Lead in Mahindra Satyam for Selection Insurance Client.

· Developed ETL mappings for Audit and Balance workflows.

· Worked closely with customers to evaluate various types of risks such as impact, reputation and regulatory.

· Guided, coached and lead project teams, delegating tasks and evaluating performance and progression of project pace.

· Liaised between business and technology units to manage delivery schedules for applications.

· Communicated project status, delivering audience messages and change management with clients.

· Communicated cross-functionally with technology leaders across analysis, architecture, build, quality assurance, and deployment and support teams on project execution.

· Learned Informatica tool here in this project since I came from Oracle warehouse builder experience/skills.

COGNIZANT TECHNOLOGY SOLUTIONS | SHANGHAI, CHINA

· Joined in Cognizant as programmer Trainee as a fresher even though I worked in AP govt IT Department called IEG.

· Got trained in the Data warehousing organization and deployed into a project.

· Worked in developing ETL frameworks and taking of production support for Pfizer customer.

· Since I am fresher focused on learning on ETL skills and slowly on BI as well.

· My primary responsible is to take care of production support and resolve the issues through incidents.

· Got opportunity to work Lean project and finished Yellow belt certification during this timeframe at cognizant.

· As I am excelling my leadership proposed my name for New region migration and transferred me to Shanghai, China as Onsite coordinator for the new region migration.

· During this timeframe in China, apart from my usual work trained associates on Data warehousing technologies.

· As IT Associate for IEG deployed to AP IT Department as Network Engineer

· As a beginner learned HYD Metro water works network.

· Got great learnings especially in SOA – Service Orien framework.

• Assisted in troubleshooting hardware and software problems with computers, printers, and other IT equipment.
• Developed strong customer service skills while providing technical support for clients.
• Configured network devices such as routers, switches, hubs, and firewalls.
• Installed operating systems including Windows 7, 8, 10 and Linux distributions.
• Resolved user account issues by creating new accounts and resetting passwords.
• Performed regular maintenance tasks such as disk defragmentation and virus scans for end users' computers.
• Maintained inventory of IT assets including laptops, desktops, monitors, keyboards, mice.
• Identified opportunities for process improvement within the organization's IT operations.
• Participated in meetings with vendors to discuss potential solutions for client's IT needs.

· Acted as IT Manager for Chittoor district where I examinations for housing board department.

· Got appreciation for AP govt IT director for giving seminar Network of computers.