Summary
Overview
Work History
Education
Skills
Education Certifications
Awards Recognition
Key Projects Summary
Production Support Incident Management Expertise
Core Competencies
Accomplishments
Certification
Affiliations
Timeline
Generic

SMRUTHI ANUMOLU

Fremont

Summary

Dynamic Senior Business Consultant with extensive experience at Zensar Technologies, excelling in agile leadership and incident management. Proven track record of enhancing system uptime and achieving 99% customer satisfaction. Skilled in requirements analysis and stakeholder collaboration, driving continuous improvement in insurance operations and claims processing workflows.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior Business Consultant & Scrum Master

Zensar Technologies
06.2021 - Current
  • Lead cross-functional agile teams in Guidewire ClaimCenter customization and enhancement projects
  • Provide Level 2/3 production support for critical insurance applications serving 25,000+ users
  • Manage and resolve P1/P2 production incidents using Cherwell ITSM with 98.5% SLA compliance
  • Conduct root cause analysis for production issues, reducing incident recurrence by 30%
  • Facilitate Program Increment (PI) planning, sprint planning, daily standups, and retrospectives
  • Collaborate with stakeholders to gather, analyze, and document functional/non-functional requirements
  • Coordinate emergency fixes and production deployments during critical incidents
  • Lead war room sessions for major production outages affecting claims processing
  • Support Product Owner in backlog creation, management, and sprint execution
  • Present technical and strategic deliverables to client representatives
  • Successfully managed multiple sprint cycles with 95%+ on-time delivery
  • Resolved 150+ Cherwell tickets with 99% customer satisfaction rating
  • Achieved 99.7% system uptime through proactive monitoring and rapid incident response
  • Reduced average incident resolution time from 4 hours to 2.2 hours
  • Reduced system defects by 30% through improved requirement clarity and testing processes

Senior Business Analyst

Zensar Technologies
06.2023 - 09.2023
  • Implemented industry-standard Farm Umbrella product in Guidewire PolicyCenter
  • Provided production support during go-live phase, managing 40+ post-deployment incidents
  • Developed rate routines and rate tables for umbrella premiums calculation
  • Monitored system performance during peak renewal periods, preventing potential outages
  • Managed requirements gathering and analysis for 50+ user stories in JAMA
  • Collaborated with development and testing teams for iterative delivery
  • Participated in emergency change advisory board meetings for critical production fixes
  • Participated in bug triages and non-production defect analysis

Senior Business Analyst & QA Lead

Zensar Technologies
12.2021 - 06.2023
  • Led requirements gathering for 300+ story cards across multiple LOBs (General Liability, Crime, Property, Auto, Inland Marine)
  • Established production support processes and incident escalation procedures
  • Managed post-go-live support activities, resolving 80+ production tickets within first 6 months
  • Managed functional, automation, and performance testing across different Guidewire environments
  • Conducted production readiness assessments and go-live support planning
  • Coordinated between business stakeholders, integration teams, and development teams
  • Implemented monitoring solutions to proactively identify potential system issues
  • Conducted comprehensive test planning, execution, and defect management
  • Maintained documentation templates and forms for integration, QA, and production support teams

Senior Business Analyst & Consultant

Moonstone Technologies
08.2015 - 05.2021
  • Implemented Commercial Auto, Property, and Fire BOP across all states
  • Provided 24/7 production support rotation for newly implemented systems
  • Managed critical incidents during month-end processing with zero SLA breaches
  • Led requirements gathering, story card preparation, and gap analysis
  • Established incident response procedures and knowledge base documentation
  • Collaborated with onsite/offshore teams for seamless project delivery
  • Notable Projects: Northbridge Financial Corporation (NBFC) | December 2019 - May 2021
  • Southern Fidelity Insurance (SFI) | March 2018 - December 2019
  • Direct Line Group (DLG-UK) | February 2018 - March 2018
  • National Life Company (NLC) | September 2016 - February 2018

Senior Research Analyst & Quality Analyst

Thomson Reuters
05.2010 - 06.2015
  • Managed clinical trials data (Phase 1-4) capture for pharmaceutical products worldwide
  • Provided production support for data processing systems, ensuring 99.5% data accuracy
  • Managed system incidents affecting clinical data workflows and regulatory submissions
  • Validated team deliverables to ensure error-free information before product publication
  • Implemented monitoring procedures to prevent data corruption incidents
  • Trained new team members and conducted quality checks
  • Proposed future implementation enhancements for product improvement
  • Key Achievements: Received 'Best Team Player' award and Star Performer awards for 6 consecutive months
  • Achieved zero critical data loss incidents during tenure
  • Awarded quarterly recognition for best team performance

Education

Master of Science -

Karnataka University
01.2009

Skills

ROLE-SPECIFIC EMPHASIS FORMAT For business analyst roles

Requirements & Analysis

  • Requirements gathering and elicitation, gap analysis, and process mapping
  • User Story Development Functional Specification Documentation
  • Stakeholder Collaboration Business Process Optimization

Insurance Domain Knowledge

  • P&C Insurance Operations Claims Processing Workflows
  • Policy Administration Underwriting & Rating
  • Regulatory Compliance Product Implementation
For Scrum Master/Agile Coach Roles:

Agile Leadership & Facilitation

  • Certified SAFe 5 Agilist Scrum Master Certification
  • Sprint Planning & Execution Program Increment Planning
  • Team Coaching & Mentoring Agile Transformation

Project Delivery & Management

  • Cross-functional Team Leadership Stakeholder Management
  • Risk Identification & Mitigation Continuous Improvement
For Production Support Roles:

Incident & Crisis Management

  • 24/7 Production Support P1/P2 Incident Resolution
  • Root Cause Analysis Emergency Response Leadership
  • War Room Coordination Vendor Escalation Management

ITSM & Operations

  • Cherwell ITSM Administration ServiceNow Configuration
  • Change Advisory Board Participation SLA Management & Reporting
  • Knowledge Management Process Improvement

Education Certifications

Master of Science in Organic Chemistry, Karnataka University, 01/01/07, 01/01/09, Certified SAFe 5 Agilist, Guidewire Associate Certification - InsuranceSuite 10.0 Analyst, Internal Scrum Master Certification, General Insurance, Personal Insurance, Life Insurance Certifications

Awards Recognition

  • Customer Centricity Award - Zensar Technologies
  • Production Excellence Award - Zero critical incidents during managed tenure
  • Best Star Performer - 6 consecutive months at Thomson Reuters
  • 'Guidewire-Livewire Innovation' - NLC Achievements
  • 'Storm Breaker' - Moonstone Achievements
  • Incident Response Leadership - Recognition for crisis management during major outages

Key Projects Summary

  • Workers' Compensation, Accident Fund Holdings, Sr. Business Consultant & Scrum Master, 09/01/23 - Present, Guidewire ClaimCenter, JIRA, Cherwell, 24/7 L2/L3 Support
  • Farm Umbrella Implementation, Michigan Farm Bureau, Sr. Business Analyst, 06/01/23 - 09/01/23, Guidewire PolicyCenter, JAMA, Go-live Support
  • Commercial Package Policy, Michigan Farm Bureau, Sr. Business Analyst & QA Lead, 12/01/21 - 06/01/23, Guidewire PolicyCenter, JIRA, Post-implementation Support
  • Claimatic Accelerator Integration, Claimatic, Sr. Business Analyst, 05/01/21 - 07/01/21, Guidewire ClaimCenter, Wrike, Integration Support
  • Commercial Auto & Fire BOP, NBFC, Sr. Business Analyst, 12/01/19 - 05/01/21, Guidewire PolicyCenter, JIRA, 24/7 Production Support

Production Support Incident Management Expertise

500+, 99.7%, 2.2 hours, 99.5%+, 98.5%, Crisis Management: Led 25+ war room sessions for critical production outages, Root Cause Analysis: Conducted comprehensive post-incident reviews with preventive measures, Emergency Response: 24/7 on-call rotation with 15-minute response time, Change Management: Participated in 100+ emergency change advisory board reviews, Vendor Coordination: Managed escalations with Guidewire, IBM, and other technology vendors, Documentation: Maintained knowledge base with 200+ known issue resolutions

Core Competencies

Insurance Platforms: Guidewire PolicyCenter, ClaimCenter, BillingCentre, Duck Creek (Development & Production Support), ITSM & Incident Management: Cherwell, ServiceNow, JIRA Service Desk, Remedy, Project Management: JIRA, Azure DevOps, Wrike, Version One, HP ALM, Confluence, Production Support: P1/P2 incident resolution, root cause analysis, emergency response, change management, Monitoring & Troubleshooting: Application performance monitoring, log analysis, system alerts, Databases: MS SQL Server, Oracle (Production troubleshooting & optimization), Development: Java, HTML, XML, C, Documentation: MS Visio, Snagit, SharePoint, JAMA, Insurance Verticals: Property & Casualty (P&C), Healthcare, Workers' Compensation, Business Analysis: Requirements gathering, gap analysis, process optimization, Quality Assurance: Test planning, execution, defect management, regression testing, Production Operations: Incident management, crisis response, SLA compliance, post-mortem analysis, Agile Methodologies: SAFe, Scrum, sprint planning, backlog management, Certified SAFe 5 Agilist, Guidewire Associate Certification - InsuranceSuite 10.0 Analyst, Internal Scrum Master Certification, General Insurance, Personal Insurance, Life Insurance Certifications

Accomplishments

AWARDS & PROFESSIONAL RECOGNITION

Industry & Company Awards

  • Customer Centricity Award - Zensar Technologies (2024) Recognized for exceptional client service and stakeholder relationship management
  • Production Excellence Award - Zensar Technologies (2023) Zero critical incidents during managed production tenure - 99.7% system uptime
  • Best Star Performer - Thomson Reuters (2012-2013) Consecutive 6-month recognition for outstanding performance and team contribution
  • "Guidewire-Livewire Innovation" Award - National Life Company (2017) Innovative solution development for complex insurance product implementations
  • "Storm Breaker" Achievement - Moonstone Technologies (2019) Crisis management leadership during critical system outages and disaster recovery

Certification

  • Certified SAFe 5 Agilist - Scaled Agile Framework Leadership
  • Guidewire Associate Certification - InsuranceSuite 10.0 Analyst
  • Internal Scrum Master Certification - Agile Team Leadership
  • Insurance Certifications: General, Personal & Life Insurance Knowledge

Affiliations

Leadership & Mentoring

  • Team Lead & Mentor - Southern Fidelity Insurance (2018-2019) Led 10+ member cross-functional team, mentored junior analysts and developers
  • Knowledge Transfer Leader - Multiple Organizations Conducted training sessions for new team members on Guidewire platforms and insurance processes
  • War Room Leadership - Production Crisis Management Led 25+ critical incident response sessions across multiple organizations

Process Improvement & Innovation

  • Documentation Standardization - Created templates and processes adopted organization-wide
  • Monitoring Implementation - Designed proactive monitoring solutions reducing incidents by 40%
  • Cross-functional Collaboration - Established communication protocols between development, QA, and operations teams

Industry Engagement

  • Vendor Relationship Management - Key liaison with Guidewire, IBM, and technology partners
  • Client Presentation - Delivered technical and strategic presentations to C-level executives
  • Knowledge Sharing - Contributed to internal knowledge base with 200+ documented solutions

Timeline

Senior Business Analyst

Zensar Technologies
06.2023 - 09.2023

Senior Business Analyst & QA Lead

Zensar Technologies
12.2021 - 06.2023

Senior Business Consultant & Scrum Master

Zensar Technologies
06.2021 - Current

Senior Business Analyst & Consultant

Moonstone Technologies
08.2015 - 05.2021

Senior Research Analyst & Quality Analyst

Thomson Reuters
05.2010 - 06.2015

Master of Science -

Karnataka University

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SMRUTHI ANUMOLU