Dilantha Weerasinghe Email & Phone Number

Toronto, On, Ca

* Provided comprehensive support for mission critical systems, ensuring optimal performance, availability, and uptime across multiple platforms. * Proactively monitored system health, responding swiftly to alerts, conducting in-depth root cause analysis for incidents, and implementing corrective actions to prevent reoccurrence and enhance operational stability.* Collaborated with cross-functional teams, including development and infrastructure, to escalate and resolve complex technical issues, drive bug fixes, and prioritize system enhancements. * Supported deployment activities, including pre-release testing, validation, and seamless implementation of updates to minimize disruption and maintain business continuity.* Identified and executed process improvements and automation initiatives to streamline operational workflows, improve system efficiency, and reduce manual intervention. * Delivered strategic insights and technical recommendations through performance and incident reports, ensuring alignment with security policies and regulatory frameworks.* Participated in internal and external audits, ensuring compliance with security standards, regulatory requirements, and contributing to risk assessments. * Initiated and Spearheaded the team knowledge base project ensuring all processes are documented, uptodate and concise* Carried out associate team lead duties by leading weekly team meetings to discuss priorities and challenges, while overseeing roster management to ensure efficient coverage and workflow balance

166 King St

• Incident Management via multiple platforms for support tickets, calls and emails (Jira, Salesforce, OpsGenie)• Conducting investigations on customer environments to analyze application, network or hardware issues (Linux, Windows)• Collaborate with engineering to conduct RCA while recreating the errors and analyzing logs (VM, Datadog, Confluence)• Support during application deployments through testing, deployment and upgrades via various tools• Performed Database management and Data analysis tasks (SQL, Excel, Power BI)• Monitoring, troubleshooting and performing tasks on Cloud based platforms as per on-call roster (Azure, AWS)• Writing scripts to extract vital data from various types of datasets (Python, Shell)• Engaging in on-site activities involving installations and troubleshooting of IoT and network devices (BACnet, TCP/IP)• Built a knowledge base of support processes and documentation for efficient troubleshooting (Confluence, Guru

Sri Lanka

• Overlook the operations while supporting T1,T2 and Application support teams operate smoothly• Use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions• Overseeing product delivery and patch upgrade process of all devices• Ensuring deliverables and SLA's are achieved by the team• Conduct bug investigations on each OSI layer to define RCA's• Logging investigations on incident monitoring tools to ease bug fixes and RCA's• Be involved in Code Red situations to delegate investigations and ensure precise and swift resolutions• Managing a 24/7 roster based support team• Team management and resource planning.• Application updates handling and planning out to 6500 + operators.• Requirement gathering and discussions with product teams.• Application stability concerns and discussions.• Performance reviews of Junior team members.• Interview candidates for the Operations team.• Aligning the team to KPI based performance measurements and improve the quality of support delivered to end user.• Present statistics and figures related to the team for management review purposes.

Colombo

- Managing the Nagios monitoring system and making amendments when needed- Overlook the internal AWS instance monitoring system and add new features upon requests- Train and support the new operations engineers with day to day issues and customer handling- Work along with the Software Engineers on new release and patch deployments- Compiling reports about reported bugs and escalating them accordingly - Handling customer complains/requests/escalations and ensure timely resolution and customer satisfaction- Observe potential security threats and working towards resolution - Conduct training sessions and create training documents to ensure smooth team functioning- Work closely with the Software Developers to identify and resolve potential bugs

Sri Lanka

- Worked at tier 3 support, coordinating between the Software Engineers and Customer support- Main responsibilities being identifying, researching, and resolving complex application, network, platform and cloud-based connectivity issues. - Ensuring that merchant systems are fully operational, and any loss of service is restored in a timely manner. - Monitoring and proactively managing application issues. Escalating and resolving potential issues - Working on a 24/7/365 roster- Utilizing tools such as JIRA, Asterisk voip, Exchange, Slack- Working on platforms such as Linux, AWS, Nagios, MySQL.

World Trade Centre

Guided a team of 6 as a lead through PC maintenance, HW support, SW troubleshooting, system upgrades• Maintaining an entire system of 900 computers with Group Policies and AD (MS Server 2012, Xenserver, Symantec)• Managing 3 data centers with constant upgrades and designing respective Network diagrams (Visio,Dell PowerEdge)• Ran scripts in various DELL PowerEdge and Windows Server operating systems to automate processes (Powershell)• Participated in the team that conducted Security Audits that lead to the acquisition of the ISO 27001 Certification• Managed the entire inventory while conducting pre-procurement proposals for the higher management• Initiated and automated an entire incremental backup system between 3 data centers (Symantec Backup Exec 2015)

• Migrated the entire 200 computers to an upgraded environment with centralized AD management (MS Server 2012)• Configured the full network with NAT External Access and proxy and firewall filtering (Cisco, Sonicwall)• Conducted penetration testing on the public website as well as the internal ERP (Metasploit, wireshark)• Managed the Information Security aspects by Antivirus SW and network Security tools(Kaspersky, Radmin).• Upgraded and centralized the infrastructure with Biometric attendance systems and Wireless networks (3m)

Master'S Degree, Information Technology

Network And Mobile Communication, Computer Systems Networking And Telecommunications

Activities and Societies: Organizing committee, Basketball team

Advanced Diploma In Network Security, System, Networking, And Lan/Wan Management

Activities and Societies: Football Team, Basket Ball team

11 - C

Activities and Societies: photography Society, Basketball, Table Tennis, Athletics 100M/200M, Swimming