Dinuka Ramanayaka Email & Phone Number

Moratuwa, Western Province, Sri Lanka

Leadership & Team Development:Lead a 15 member managed services support engineering team and an 18 member development team.Align team objectives with the organization’s service delivery strategy.Mentor and coach team members to enhance skills, careers, and performance.Project Management & Service Management:Oversee 6 simultaneous projects for UK and EU clients (1 development + 5 support).Act as a secondary escalation point for complex technical issues.Collaborate with the team to manage critical incident updates via ServiceNow, Jira, and "Critical Comms" emails.Provide regular client updates in daily standups and monthly service review presentations.Operational Excellence:Ensure SLAs and KPIs are consistently met or exceeded.Maintain accurate documentation in Confluence, including "Application Support Runbooks."Assist with managing service agreements, pricing sheets, revenue reports, and client invoicing.Support the management team in expanding client accounts and coordinating project tasks within scope, budget, and timeline.Process Improvement & Innovation:Foster a culture of continuous improvement, identifying opportunities for optimization, service enhancement, and cost reduction.Implement process changes and promote innovation with client approvals, adopting new technologies to benefit clients.Training & Quality Control:Identify training needs, organize skill-building sessions, and encourage team certifications.Implement industry best practices and quality control measures.Customer & Compliance Management:Address customer complaints and prepare RCA documentation for recurring issues, implementing preventative measures.Ensure compliance with security protocols and standards, support internal and external project and process audits, collaborating with the IT team on security measures and access control.

Moratuwa, Western Province, Sri Lanka

Leadership & Team Management: Led a 15 member support engineering team and an 18 member development team, aligning their objectives with organizational strategies. Provided mentoring, coaching, and career guidance to enhance team performance.Project & Client Management: Oversaw 6 simultaneous projects for UK and EU clients, serving as the secondary escalation point for technical issues. Regularly updated clients in standups, monthly reviews, and through ticketing systems like ServiceNow and Jira. Ensured SLAs and KPIs were met or exceeded and contributed to expanding client accounts.Operational Excellence: Maintained accurate documentation in Confluence, managed service agreements, pricing, revenue reports, and client invoicing. Fostered a culture of continuous improvement, optimizing processes, implementing best practices, and driving cost reduction with client approvals.Technical Expertise: Resolved critical technical challenges, collaborated with teams to implement preventative measures, and ensured adherence to security protocols and compliance standards. Promoted innovation and adoption of new technologies for client benefits.Training & Development: Identified training needs, organized skill-building sessions, encouraged certifications, and addressed customer complaints with RCA documentation.

Colombo, Western Province, Sri Lanka

Provided leadership and guidance to a 20 member managed services support engineering team.Acting as the secondary escalation point for complex technical issues.+ Other responsibilities from previous designation (Associate Team Lead - Managed Services)

Colombo, Western Province, Sri Lanka

Provided leadership and guidance to a 10 member managed services support engineering team, overseeing various responsibilities such as monthly schedules, 24x7 shifts, and monthly allowances.Aligned team objectives with the organization's service delivery strategy.Mentored and coached team members to enhance their skills and careers.Maintained a comprehensive understanding of technologies in 5 simultaneous projects with clients from the UK and EU.Acting as the primary escalation point for complex technical issues.Collaborating with the team to send regular updates for critical incidents via ticketing systems (ServiceNow, Jira) and "Critical Comms" emails.Assisting the team in resolving technical challenges and critical issues across internal teams and external stakeholders.Ensured SLAs and KPIs were met or exceeded for all clients and provided feedback and career guidance to improve team performanceUpdated clients in daily standups and presented monthly service review slidesMaintained accurate documentation in Confluence, referred to as "Application Support Runbooks."Generated reports on team performance and incident management to enhance service quality.Assisted the management team in expanding client accounts within the managed services domain and coordinated project tasks within scope, budget, and timelineImplemented industry best practices and quality control measures.Identified training needs and organized sessions, encouraging skill development and certifications.Addressed customer complaints and prepared RCA documentation for recurring issues, implementing preventative measures.Ensured the team followed security protocols and compliance standards, collaborating with the IT team on security measures and access control.Fostered a culture of continuous improvement, identifying opportunities for process optimization, service enhancement, and cost reduction. Implemented those with client approvals.

Colombo, Western Province, Sri Lanka

British Telecommunication PLC - AutoFixActively pinpointed system issues through trap setups in servers.Swiftly addressed and resolved user-initiated incidents and service requests.Regularly conducted monthly change management activities within the production server environment.Offered unwavering 24x7 on-call support for the AutoFix CIM application.Engaged in client meetings, collaborations with external support teams, and participated in weekly governance calls led by Virtusa management.Led the AutoFix CIM team, ensuring consistent monitoring and completion of all assigned tasks.Empowered team members by imparting technical expertise, facilitating faster incident resolution.

Colombo, Western Province, Sri Lanka

CSG International (Global) - RouteEfficiently addressed and resolved incidents and service requests from users.Executed change management procedures in both production and test server environments.Delivered dedicated 24x7 on-call support for the CSGI Route application, serving 10+ Telecom companies.Engaged actively in client and external support team meetings to ensure effective collaboration.Extracted application logs and swiftly implemented hot fixes in production servers to rectify issues.Consistently monitored and ensured the completion of tasks assigned to the CSGI Route Support team.Empowered team members with vital technical insights, aiding faster incident resolution.Seamlessly led and finalized all application transition initiatives as a Tech Lead.

Colombo, Western Province, Sri Lanka

British Telecommunication PLC - COTPLUSEfficiently addressed and resolved user-reported incidents and service requests.Managed change activities across both production and testing server environments.Delivered consistent 24x5 on-call support for the COT PLUS application.Collaborated in meetings with clients and external support teams, ensuring clear communication and alignment.Analyzed application logs for issue identification and prompt resolution.Successfully led and completed all project transition tasks.

Colombo, Western Province, Sri Lanka

Administration of company network including servers, ERP Systems,Corporate website & email systemProvided support for 100+ Domain users to work in their ERP Systemsby resolving Internet, hardware & Software Problems

Colombo, Western Province, Sri Lanka

Administration of company network including servers, Firewall, ERP Systems,Corporate website & email systemIT Documentation including Technical Documents, User Manuals andproviding IT Helpdesk support for 2100+ employees