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Worked at Louisville Water since 2009
In 2011, a critical Louisville Water payroll process failed unexpectedly because of a technical glitch. There was a chance the company wouldn’t be able to make payroll deadlines, but Karam Yadav led a team that jumped into action, and their IT skills quickly brought the system back online.
“That day taught me the true value of teamwork, resilience, and clear communication under pressure,” Yadav said.
With a foundation in mechanical engineering and a master’s degree in computer science, he began his career as an IT professional in 2000 and, nine years later, joined Louisville Water as a Database Administrator Consultant. Yadav then transitioned into a full-time role in 2010.
“I spent several years managing critical data systems and performance tuning, playing a key role in supporting large-scale projects and ensuring system reliability,” he said.
In 2017, he transitioned to the role of Business Systems Support Manager, which involves “the day-to-day operation and functional support of our business systems, along with multiple system integrations and business process improvements.”
Yadav has worked on an exceptionally wide range of projects:
- Managing the implementation and upgrade of the Customer Care and Billing/Work and Asset Management (CCB/WAM) KloudGin Field Management system
- Leading the Paymentus migration, enabling more digital payment options for customers (Apple Pay, Google Pay, and Venmo) and helping with the Advanced Metering Infrastructure (AMI) rollout
- Supporting the rollout of a new Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) system, enhancing customer self-service and reducing call volume
One of Yadav’s big projects now is guiding the 2025 Pure Connect portal transformation to improve the customer experience. It will offer expanded online self-service features such as starting, stopping, or transferring service as well as accessing more detailed balance information.
“My main focus is to provide the best customer service to both internal and external customers,” Yadav said. “I am deeply committed to solving problems promptly, guiding my team effectively, and contributing to the company’s success through fast, practical, experience-based solutions. There’s nothing more fulfilling than seeing the smile on a business user’s face when a problem is resolved.”
He said one of the most difficult but rewarding aspects of his job is “balancing multiple competing priorities: complex projects, production support, mentoring my team, and aligning with stakeholder expectations. I’ve learned to navigate this by staying focused, communicating clearly, and prioritizing smartly.”
When he’s not at work, Yadav finds balance through “yoga, meditation, and reflecting on the timeless teachings of the Bhagavad Gita — practices that keep me grounded, focused, and resilient. It was my grandfather who first introduced me to the Gita as a guide for navigating life’s toughest questions, and its wisdom continues to shape how I approach challenges, both personally and professionally.”
He added that he is “truly grateful to work for one of the best water utility companies in North America — a place where I not only grow in my career but also take pride in delivering safe, high-quality drinking water to the community, including my own family. It’s a meaningful connection between my work and my values.”
