Technical Troubleshooting: Diagnosing and resolving technical issues related to the CAKE POS system and its associated applications, including payment gateways, KIOSK, and the Reporting platform .Managing and troubleshooting Docker containers to ensure optimal performance and stability of our applications.Incident Management: Using Jira, Oversaw the resolution of incidents promptly and efficiently, maintaining high service levels and minimizing downtime.24/7 Support: provided continuous support and ensured the availability of critical systems and services.API Testing and Troubleshooting: Testing and troubleshooting REST APIs to ensure seamless integration and functionality.Automation: Leveraging Python and shell/bash scripting to automate cloud operations, including legacy backup processes and repetitive tasks, to improve efficiency and reliability.Dashboard and Reporting Automation: Utilizing Jira and Slack APIs with Python, created customized dashboards, reports, and automated alerting processes to facilitate effective monitoring and management. AWS Cloud Operations: Providing round-the-clock support for AWS Cloud operations across R&D, Dev, Staging, and production environments, including automation of tasks using Python and AWS SDK (BOTO3).Infrastructure Monitoring: Monitoring infrastructure health using CloudWatch, Nagios, and Graylog to proactively identify and address potential issues before they impact operations.Collaboration: Collaborating closely with development, support, and other teams to align on reliability goals, share best practices, and drive continuous improvement in systems and processes.Third-Party Integration: Worked with third-party technical teams, such as Uber Eats, DoorDash, Paytronix, 7Shifts, and Tec, to troubleshoot and resolve complex integration issues, ensuring seamless operation of our services.

• Proactive engagement with the development teams on features and bug reporting and resolving.• Working with vendors on bugs reporting.• Writing and maintaining support documents, technical documents and user guide.• Working on Incidents, Service Requests, Changes, and Problems via JIRA Service Desk Administration and Service Now. Handling P0/P1/P2 Incidents• Maintaining the SLAs on all services and monitoring SLAs of my team and working with them.• Following ITIL standard

Infrastructure Operations• Providing support to US, UK and Indian clients while new ERP go live and the application launching. • Working on Incidents, Service Requests, Changes, and Problems via JIRA Service Desk Administration and Service Now.• Resolving incidents and service request within the SLA. • Database Changes in My SQL Workbench.• Handle clients/manage critical situation/team work and ability to take responsibility.• Salesforce.

Infrastructure Operations• Projects - AFIN (ASEAN Financial Innovation Network) | MUFG (xLabs) | EAG• Monitoring/Patching client infrastructures and perform health checks.• JIRA service desk administration | Service Now (Incident management tools).• Providing the support for APIX innovation platform.• Live Releases/Deployments. (Production, UAT and Pre-Prod environments)• Database changes. (SQL)• Config map changes and versioning in terraform.• Incident Management - Handle clients/manage critical situation/team work and ability to take responsibility.• Application (https://apixplatform.com).• Cloud Infrastructure Security, AWS Security Monitoring (Dome9).• SFDC

Application Support Management (ASM Team)• Project - Speed Cloud Platform (xLabs)• Monitoring client infrastructures and perform health checks.• JIRA service desk administration (Incident management tool). • Database changes.

• Hardware and Software installation and maintenance.• Type Setting.• Translate Supporting (English and Sinahala languages)

• Remote desktop support for clients.• Database maintenance (SQL queries)• Devices configurations (Switches, Routers etc.) • Hardware assembling