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MAHENDRA
CHADALAVADA
DALLAS, TX
CKMAHI@YAHOO.COM
(479) 899-2293
OBJECTIVE
Mahendrais a resultorientedSenior IT management professional with 15+ years of experience Global
Deliveryandconsulting,currently lookingforaseniorlevel ITleadershippositionwith awell established
company. Mahendrasuccessfullymanaged multipleprojectsandprogramsfor several clients in various
progressive leadership capacities which include IT Project, Program, Engagement & Service Delivery
management, pre- sales/sales for medium to large deals.
STRENGTHS
 ProjectManagement
 Engagement
Management
 Program Management
 Testing& QA
 Leadership
 IT Strategy
 Innovation
 Risk Management
 ITIL Service Delivery
 CustomerRelationship
 BusinessDevelopment
 Transition
Management
 IT Governance
PROFESSIONAL SUMMARY
 Currently employed with Cognizant Technology Solutions (Fortune 400) as Senior IT Project
Manager
 15+ yearsof IT experience with 8+ years of experience with IT Project, Program & Service Delivery
management for development and maintenance projects in the various industry leads in various
countries.
 Workeddirectlywith Senior Leadership and conducted IT Portfolio analysis, developed IT strategy
plans and Roadmaps for large customers using IT Business alignment models.
 As a program manager collaborated with IT and Business in various aspects of a program
development life cycle.
 Responsible and managed budgets of $10+M approx spanning across multiple years.
 Workedextensively in developing new business, contract negotiation and contract development.
 Key driver for planning & implementing optimization and operational efficiency programs.
 Used various software development methodology e.g. Agile, Waterfall.
 Well versed with developing and implementing ITIL based service delivery model in large scale
organizations.
 Managed Account, Project Budgets, Project Plans, and managed teams of 60+ members.
 Extensive C-Level presentation experience which included weekly OMMs, monthly scorecards,
quarterly steering committee meetings with the business and IT leadership teams.
 Primary project management experience in Contact Center, Infrastructure and distributed
technologies.

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 Proficientinanalytical/problemsolving,interpersonal,communicationandpresentation skills, fast-
learner, resourceful, committed, hard-worker & smart-worker, motivated and result-oriented.
EDUCATION
Bachelor of Computer Science 1993 – 1996
Sri Venkateswara University,Tirupati,India
EMPLOYMENTHISTORY
CognizantTechnologySolutions,SeniorITProjectManager,Nov2008 – Present
Software SolutionsPartnersInc,Senior Consultant,Oct2007 – Oct 2008
HewlettPackard,SeniorConsultant,Sep2006 – Sept2007
NessTechnologies,Associate Consultant,Mar2000 – Aug2006
WORK AUTHORIZATION
Authorizedtoworkinthe US. PermanentResident(GreenCard)
Do not require sponsorshiptoworkinthe US.
AREA OF EXPERTISE
Line of Business – Insurance, Healthcare, Retail, Financial services, Manufacturing & Logistics and
Communications
Line of Technology – Contact Center Technologies, CRM, Infrastructure, Web Technologies, Business
Intelligence, Microsoft technologies, Mainframe Technologies
Roles – Project Management, Program Management, Engagement Management, Business Analysis,
Innovation, Strategy Development, Consulting
Project Management Tools & Technical Skills
MS-Project & MS-Office
SFDC
Share Point
Clarity
People Soft
Service Now
Remedy
Quality Center
Test Director
Java/JSP
Java Script
XML
IBM Web sphere
Rational Suite
Tomcat/Apache
Windows
UNIX
LINUX
AIX
Avaya
CISCO UCCE
Genesys
Aspect
Java/VXML, CCXML
IBM DirectTalk
Aspect
Edify
Avaya Voice Portal
Cisco VoicePortal
ACD
Routers
Virtual Networks
IP Telephony
PSTN Trunks
Firewalls
Security
LAN, WAN
Server Capacity Planning
Load Balancers,DNA

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EXPERIENCE
Engagement Manager – Employee Benefits Current
Axa US – Insurance & Equitable, Syracuse NY
Team Size – 15 +
“AXA”is the brandname of AXA Equitable FinancialServices,LLCanditsfamilyof companies.*AXA
companiesofferfinancial protectionandwealthmanagementandare premierprovidersof advice,
retirementstrategies,employee benefits,andlife insurance.
Cognizantisengagedtoprovide testingservicesforAXA ITforvariousportfolios.
Responsible for
 Overall deliveryfortestinginEmployee Benefitsarea
 Coordinate withmultipleteamsandprovide consolidatedstatustoSrManagement
 Implementationof QA dashboardinTFS (TeamFoundationServer2015)
 Sprintplanninganddefecttracking&Prioritizationforfuture sprints
 Closelymonitorthe statusof variousdeliverablesandprovide updatestoSrQA Management
Sr Delivery Manager – Client Benefits Aug 2014 to Dec 2015
CVS Health– Managed Services(Pharmacy BenefitsManagement), Dallas,TX
Team Size – 15+
Pharmacybenefitmanagers (PBMs) have emergedasthe national standardforthe administrationof
prescriptiondruginsurance inthe UnitedStates.CVSPharmacybenefitmanagersplatformprovide
servicestoCVSClients(healthplansponsors)tohelpmanage prescriptiondrugbenefits.Inadditionto
processingclaimssubmittedbypharmacies,these servicesincludedrugformularydevelopment,
pharmacynetworkdevelopmentandmanagement,mail-orderandspecialtypharmacyservices,rebate
negotiation,therapeuticsubstitution,diseasemanagement,utilizationreview,andsupportservicesfor
physiciansandbeneficiaries.
CognizantisengagedwithCVSina managedservicesmodel,toprovide endtoendtestingservicesfor
the yearlyimplementationof pharmacybenefitsforCVSclients.
Responsible For
Project Management (60%)
 Manage multiple CVS client implementations for 2015 Benefits enrollment

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 Co-ordinate with clients, Benefits Relationships Managers, Account Managers, Implementation
Managers, Coding & Testing teams
 Facilitating Daily scrum meetings, sprint planning, sprint review, and sprint retrospective.
 Facilitating Scrum of Scrum for offshore Scrum teams in US states and India.
 Managing the overall performance and delivery of cross-functional
 Publicizingthe team'sprogressand successestomake sure theyare highly visible to product owner
/ stakeholders.
 Monitor, Track and Report all the deliverables and timelines for each client
 Identify risks, escalate, and co-ordinate for timely resolution
 Lead defect management, defect triage and war rooms for quicker resolution
 Periodic communication to management, daily and weekly status reports
Delivery (20%)
 Overall responsible for timely delivery of the client implementations
 Ensure the quality of deliverables by planning several levels of review
Team Management (20%)
 Provided strategic direction and day-to-day leadership to a team of highly technical employees.
 Developed and maintain an organization of high performing people through effective hiring,
coaching and rigorous performance/talent management processes.
 Planedandimplementedaresource strategybasedon business need, scope of work, low cost, and
skill requirements.
 Fosteredacollaborative,success-orientedteamenvironmentwhereresources are empowered and
accountable.
Program Manager/Service Delivery Manager – SAMS Dec 2012 – Jun2014
ING – Managed Services(SharedApplicationMaintenance and Support),Minneapolis,MN
Team Size – 25+
ING aimsto improve the overall quality and effectiveness and lower the costs of providing application
supportfor ING’s 200+ applications.Aspartof thisinitiative,Cognizant provides end to end production
support, development, maintenance and enhancement of IT applications for ING.
Responsible for
Delivery (50%)
 Ensured that technology delivery solutions met the business requirements and expectations
regarding cost, schedule and scope.
 Driven and delivered operational excellence through efficient use of resources/schedules,
optimizationof service levelagreements (SLAs), problem monitoring and resolution, and effective
change management techniques.
 Facilitating Daily scrum meetings, sprint planning, sprint review, and sprint retrospective.
 Working with Product owner On Artifacts Such as Product Backlog, Sprint Backlog, Sprint Burn
down, Release Burn down.

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 Facilitating Scrum of Scrum for offshore Scrum teams in US states and India.
 Managing the overall performance and delivery of cross-functional
 Publicizingthe team'sprogressandsuccessestomake sure theyare highly visible to product owner
/ stakeholders.
 ImplementedITILbasedsoftware deliverymodel formanagedservices.This includes Support setup
at all service levels (L1 to L3)
 Offshore point of contact in parallel with the Client Partner and ensured overall delivery.
 The overall relationship management with ING, handled any escalations and project issues.
 As part of the Cognizant’s program management office (“PMO”) developed metrics and KPIs for
IncidentManagement,ProblemManagement,ContinuousImprovementandDevelopmentprojects.
Report the same for the entire engagement.
 Provide CAPEX, OPEX and ROI for the projects proposed
 Participated in management reviews and teleconferences, ensure quality deliverables from
Cognizant team, prepare detailed project plan and track schedule, identified dependencies,
constraints, risks and issues.
List of Projects
 IVR rewrite project from Edify Platform to JAVA/VXML Technologies
 Windows Server Migration project – IT IS project
 Ongoing Contact Center Maintenance
 Avaya IC Upgrade
 Telon Migration on Mainframes
 ING Rebranding – Call Routing & IVR applications
 Minot Life Rewrite
 Nice Performance Manager Implementation
 Contact Center Roadmap Assessment
 End to End Contact Center Reporting – Customer Experience
 IVR Platform migration & Speech implementation
 Business Workflow streamlining across multiple Contact Center Routing and IVR
 IT/BPO synergy related projects
People Leadership (20%)
 Provided strategic direction and day-to-day leadership to a team of highly technical employees.
 Developed and maintain an organization of high performing people through effective hiring,
coaching and rigorous performance/talent management processes.
 Planedandimplementedaresource strategybasedon business need, scope of work, low cost, and
skill requirements.
 Fosteredacollaborative,success-orientedteamenvironmentwhereresources are empowered and
accountable.
Business Development & Budget (20%)
 Developedthe total costof ownershipmodel forall LOBapplicationsand related costs of Cognizant
to provide those services and illustrated IT value added for business partners.
 Involved in contract development and contract negotiation for both at project and Engagement
level.

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 Identifyprojectsopportunitiesacrossportfolioand work with the business to define requirements
and setup execution for the project.
 Planed and prepared the profitability review documents and presented them to Cognizant senior
management. Managed Account & Project Budgets.
Strategy (10%)
 Collaborated with technology leadership to understand and translate business strategy into
technologystrategy.Aspartof the IPO readiness the client has been engaged in various initiatives
across the organization that would offer the best ROE to its shareholders. Have been engaged in 3
tracks Rebranding, Infrastructure Rationalization & Software Rationalization. Have driven
identification, analysis, ROI and present cases to senior leadership and currently executing these
projects.
 Developed the supporting technology strategy (including a multi-year road map) of technical
platforms and implementations. Provided detailed CAPEX, OPEX analysis and ROI of various
products and applications. Road-map includes application decommissioning plan & software
standardization/upgrade plan for the entire portfolio.
 Collaborated with stakeholders to ensure strategy and projects align with architectural objectives
and standards.
 Provided cost and feasibility analytics to support and gain strategy approval
 Developed and implemented ITIL based software delivery model that beats industry standards of
managed services. Delivered technical solutions through both (on and off-shore) and client
resources.
Program Manager / Service Delivery Manager Jan 2012 – Dec2012
WellPointInc,Richmond,VA
Team Size – 55
WellPointisone of the nation’slargesthealth care companies,withnearly36millionmembersinits
affiliatedhealthplansandnearly68millionindividualsservedthroughitssubsidiaries.
Wellpoint’s 7800 seatsdistributedCall Centerenvironmentistrulyaheterogeneousenvironmentwith
variousproducts(Genesys,Cisco,Avaya,Siemens,Verint,NICE)
Cognizant’sCustomerInteractionManagement(CIM) practice hasbeensupportingWellpoint’scontact
centerina ManagedService Model,providing24 * 7 productionsupportandtakescare of all
developmentwork.
Program Manager– Roles& Responsibilities
 Work monitoring, tracking & deliverance, presentations, team Management of resources.
 Planedandworkedtowardsbringingstabilitytothe existingapplications, environment & quality to
the deliverables.Completedandimplementedenvironment assessment, optimization initiatives &
application improvements.
 Active participationall levels of SDLC for projects. Involved in Business/Technical discussions with
business,gatheredrequirementstounderstandthe businessneedsandsought flexible solutions to
clientrequirements. Understoodthe businesslandscape,gatheredfunctional requirementsthrough
facilitated group sessions (JAD), consulting with customers on various business issues.

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 Responsible for estimation, planning, execution of projects. Identified SMEs among the team
members for different functionalities/areas within the system and assigned the work to team.
 Approved project plans and worked with project managers to decide overall project health and
projectprogress.Responsibleforkeepingbalance betweenprojectscope,time,andbudget. Collate
and analyzed data from reporting systems and made management decisions.
 On a periodicbasispublishedthe statusto Cognizant and WellPoint senior management. Prepared
the project budget forecast, justified resource costs, got budgets approved from Cognizant senior
management.
 Planed and prepared the profitability review documents and presented them to Cognizant senior
management in meetings. Approved individual expenses, project expenses and other
reimbursements.
Service Delivery Manager – Contact Center – accountable for:
 Established end to end support model for all the Contact Center applications within short span of
time and driven the support to steady state within 3 months
 Accountable for seamless support & maintenance and implemented various process like Incident
communication, Streamlined Work Intake process, and Work bridge turnover process
 Incident Management – Design the process, team structure by technology and by business areas,
metrics, KPI and One Minute Managers.
 Service Desk - All "businessasusual"demand inthe formof service requestsfrom differentbusiness
areas (Part of the IMTeam). Help with the analysis for determining the right team structure.
 Problem Management - Delivery Owner of this track. Design the process, teams structure by
technology and by business areas, workflow (Triage Analyst, IT, Business), metrics, KPI and One
Minute Managers. Determined the root cause of those most frequently recurring incidents,
developed the mosteffective solutionandmanaged implementationof those solutionstoeliminate
the root cause. Worked collaboratively with business users, IT professionals and leadership to
obtain the necessary support to implement these recommendations.
 Infrastructure Support - DeliveryOwnerof this track. Work with the Enterprise Infrastructure team
to define the Infrastructure projects for the entire year which included Hardware (ACD’s, T1 Lines,
IP,Dashboards.),Software Migration(IVR,Ciscocall routing etc...),DBMigration(Oracle,SQLServer,
DB2, UDB, Sybase etc...), Annual Disaster Recovery planning and Annual Capacity Planning.
 Continuous Process Improvement- Driven CI Initiatives (Develop Service Catalogue, Enterprise
Knowledge Management eKMrollout, Value add projects, Core/Flex Resource Model, Knowledge
TransitionFramework,ShiftRollout@offshore,BusinessCase Toolkit,Problem Management ticket
closure rate forecastingmodel),Metrics&Toolsneededforlarge scale operations(IncidentTracker,
Problem Management Backlog Tracker, eTracker for effort tracking, Remedy 7.0 rollout, Incident
Management view of the Entire Production cycle End-to-End (Idea only)
Service Delivery Manager Mar 2011 – Dec 2011
US Major Retailer,Bentonville, AR
Team Size – 10 +
CognizanthaspartneredwithUS majorretail andprovidingITservicesinbothdevelopmentandsupport
areas.One of the keyportfoliosunderCognizant’smanagedapplicationsisContactCenterspace and

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Cognizant’steamprovides24* 7 operationssupportandmaintenance.Supportincludesboth1st
and 2nd
level activities.Indevelopmentspace,Cognizantresourcesare engagedinIVRmigrationprojectfrom
traditional EdifybasedIVRtoVXML/JavabasedIVRinAvayaVoice Portal.
 Managed both Support& Developmentteamsforthe majorretailerand wasaccountable forthe
continuityof the service &the projectswithinthe space.
 Provided 24*7 supportwithonsite andoffshore resources
 Responsible forco-ordinationwithbusinessgroupsacrossthe companyforthe ongoing projectsand
upcomingrequirements
 Definedthe architecture anddesignforthe IVRmigrationprojectandprioritizedthe roll outmodel
for variousIVRapps
 Co-ordinate withall otherproductvendorsinContactCenterareaforfixingdaytoday production
issues
 Liaisonamongdevelopment,functional andQA teamsandresponsibleforthe deliverables.
 Defining strategic goals for the Program along with MetLife IT and Business teams.
 Submits proposals to MetLife for any requirements that come up apart from the yearly plan.
 Delivery Communication with the MetLife Management.
 Driventhe monthly Steering Committee Meetings. Escalation point within Cognizant and delivery
owner.
 Also publish the status to MetLife management on a periodic basis.
 Help design the processes and service delivery model for all the teams (IM, PM, IS).
Delivery Manager May 2009 – Dec 2010
Orange – CCRS Maintenance & Enhancements,Bristol, UK
Team Size – 9
Orange is one of the leadingmobile operatorsinUK,whichprovidesvoice anddatamobile servicesto
itscustomers.RecentlyformedaJointVenturewithT-mobileandthe companyhasbeenrenamedas
EverythingEverywhere.CurrentlyEverythingEverywherehasthe biggestcustomernetworkinUK.
Projectsat Orange include,designanddeliveryof IVRapplicationsthatsupportsOrange mobile
customers(PayAsYou Go / Pay Monthly) byprovidingtheirbalance information,usage details,various
tariff plansetc. Thisprojectinvolvesincall flow changes,integrationwithvariousbackendsystems.
Anothermajorproject executed isthe agentmigrationproject,whichisbeingdone aspart of migration
of Genesysenvironmentfromtraditional switchbasedtoIPbased.
 Work monitoring,tracking&deliverance,presentations,teamManagementif resourcesatoffshore.
 Active participation in all levels of SDLC for this project.
 (JAD) InvolvinginBusiness/Technical discussionswithclients,gatheringrequirementstounderstand
the business requirements and sought flexible solutions to client requirements.
 Responsible for estimation, planning, execution of projects.
 Identifying System Master Experts among the team members for different functionalities/areas
within the system and assigning the work to team.
 Preparing/Reviewing Requirement Traceability Matrix.

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 Participating in project Start-up, Software Configuration Management and Delivery audits and
Conducting Project Management Reviews.
Project Manager - IT IS Voice Infrastructure
Cognizant, Bangalore, India.
Responsibilities: Project and People management to oversee the Cognizant implementations of IT IS
voice infrastructure
 Avaya G3Si and G3R switches, S8700 server with G650 Gateway, Cisco IGX8420. Avaya IP
telephone and Voice mail integration.CMS super view R-12
 Designing voice architecture for new projects – end-to-end
 Integrated the Avaya S8700 with other voice equipments to account better system utilization
 Integrated a neighboring Nortel meridian 11c with the Avaya S8700 using Q-Sig protocol.
 Integrated a Nortel Symposium with the IGX interfacing for a remote ACD login
 Support on the BCP design for the existing voice infrastructure
 Co-ordinating with the service providers on the new implementation designs.
 System administration of the BCMS Vu system (Basic Call Management system), generating reports
and Back-ups.
 Call routing and call processing, configuring the trunk groups/signaling groups, Dial plan, route
pattern, station features, feature access codes, installing analog phones, configuring and
programming digital phones and call masters.
Project Manager & Lead Business Analyst November2008 – Dec 2009
AAA, Phoenix,AZ
Team Size – 4
AAA (the AmericanAutomobile Association,Inc.) isafederationof affiliatedautomobile clubs.EachAAA
club is an independent, not-for-profit organization, chartered and incorporated in its own state and
controlledbyitsownBoard of Directors.Inorder to be affiliated with AAA, each club agrees to provide
certain standard services to its own members, as well as members of other AAA clubs. The individual
club owns the territory in which it resides, and membership is based on residence. Exact dues and
services will vary slightly between clubs.
 Responsible for application and environment redesign of AAA’s contact center applications
 Provided various application improvements in existing call routing, desktop applications
 Responsible for Client View product maintenance at a capacity of product manager
 Monitor, track and report all the support activities.
 Identify and manage the defects raised during the ongoing production support.
 Manage release activities for Client View changes and represent Daily IT operations, and Change
review board for Client View.
 Lead Scrum meetings and prioritize the tasks

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Architect & Technical Lead Mar 2008 – October2008
KeyBank, Cleveland,OH
Project– IVR MigrationfromIBM DirectTalktoJava/VXML
Lead Business Analyst Oct 2007 – Feb2008
JP Morgan Chase, Columbus,OH
Project– Call RoutingRedesign
Project Manager – Call Center Applications Sep2006 – Aug 2007
Hutch, Bangkok,Thailand
Project Lead – Call Center Applications Mar 2000 – Aug 2006
NessTechnologies, SantaClara,CA & Hyderabad, India
Developer Apr 1997 – Feb2000
Covansys,Bangalore,India