Rekha Sai Kumar Kandukuri

About Rekha Sai Kumar Kandukuri

Who am I? I am a Pega Certified Senior System Architect (CSSA) & Pega Certified System Architect (CSA) offering 3+ years of experience in User Queries, User Training, Problem Resolution, Training & Mentoring, Incident Triage, System Monitoring, Pega PRPC, Agile Software Development, Test-Driven Development, Performance Optimization & Monitoring, Program Analysis, Change Management, Requirements Gathering, Critical Issues Escalation, Products and Manufacturing Testing, Project Documentation Review, Service Disruption Reduction, DL, IoT, AI, and so forth. I have proven my ability to develop and implement high-quality Pega solutions. I have rich experience in identifying and resolving production incidents related to Pega applications, ensuring system uptime and user satisfaction. Track record of managing 25+ change requests and streamlining change management processes across 3+ teams. I am proficient in providing technical and analytical support for software application development, troubleshooting, etc. I have demonstrated excellence in optimizing Pega applications for performance & scalability, troubleshooting issues, and ensuring the seamless integration of business processes. Immense experience in data model creation, activity development, and leveraging technical expertise to resolve complex user issues in a support environment. Mostly worked in Application/Production Support User Queries: Respond to user inquiries and provide timely assistance User Training: Conduct training sessions to improve user understanding of the app Problem Resolution: Resolve user-reported issues efficiently Training and Mentoring: Train and mentor team members on Pega best practices and support processes Incident Triage: Prioritize and categorize incoming incidents based on severity & impact, document incident details, resolutions, and lessons learned for future reference System Monitoring: Continuously monitor system health, and performance metrics, and set up alerts for critical system events and performance thresholds

Experience

1. Associate

   Cognizant

   Dec 2023 — Present · Hyderabad, IN

   Streamlining change management procedures for 3+ teams by acting as the main technical contact between the middleware, database, and security teams Ensuring requirements alignment and minimizing service interruptions by effectively managing over 25 change requests Managing pen testing response procedures, setting priorities for key vulnerabilities, and hitting SLA objectives with an 80% remediation rate Successfully achieved a steady Apdex score above 0.86 by implementing proactive performance optimizations and continuous monitoring Diagnosing and addressing production issues in Pega applications, maintaining system uptime, and enhancing user satisfaction Contributing to the implementation of fixes within the Pega framework by analyzing logs, error messages, and user reports to determine the underlying causes of problems Escalating critical issues to development teams and partnering with them to develop solutions Creating and keeping up-to-date documentation and knowledge base articles for common support issues Performing requirements analysis and creating a design that meets the business\'s demands

Education

• Smt. B. Seetha Polytechnic

  Diploma, Electrical and Electronics Engineering

• Vishnu Institute of Technology (Autonomous)

  Bachelor of Technology - BTech, Computer Science

• Vishnu Institute of Technology (Autonomous)

  Master of Technology - MTech, Computer Science