Dulan Ratnayake Email & Phone Number

Results-driven Technical Lead with over 10 years of experience in B2B and B2C operations and IT service management. Adept at customer, product, and Application support, with in-depth knowledge of ITSM and ITIL frameworks. Demonstrated success in managing/supporting complex applications and delivering innovative solutions that drive business growth. Skilled in strategic thinking, leadership, negotiation, and team inspiration. Proven ability to coach and mentor team members, establish performance metrics, and manage complex international stakeholder relationships.B2B and B2C knowledge areas-------------------------------• Point Of Sales• CRM• PMS• Online Ordering & OLO• Guest Manager, Loyalty• Payment Gateway solution.• Warehouse operations• Route management• Delivery & Navigations• Fleet management• Fuel ManagementProfessional Skills -------------------------------• Customer, Application, & Technical Support.• ITSM, SLA, CSAT, MTTR, FCR.• Incident management.• Request Management, Problem & RCA Management.• Attention to Detail & Problem Solving.• Change and Release Management/CAB, Go-No-Go, Hyper Care. • Knowledge management and technical writing• ITIL framework implementation• Implement Policy & Procedures for Service Improvements• Stakeholder Management.• Program Management (Agile - Scrum)• Data Analytics & Business Intelligence.• BAU Tasks Management, Escalation & Delegation.• Team & Resource Management• KPI, CPM & Employees Carrier Progression.• User Acceptance Testing• Product/Software Implementation, User Training, • Post-implementation Support & Maintenance • Strategic Thinking, Leadership, & Negotiation Skills.• Presentation, Communication & Public Relations Skills.Technical Skills -------------------------------• Service Now, Xmatter, Salesforce, Confluence• JIRA, Smartsheets, Slack, Confluence, MS. Project • DataDog, Grafana, Nagios, Snowflake, Sigma, RabbitMQ, Log entries• Mac, Linux & Windows• Networking, GIT• SQL, Cassandra DB, JanusGraph DB, Oracle• Scripting ( bash, python, javascript)• AWS, Azure & GCP• Tableau, Power BI, Postman, Docker, Keycloak, Jenkins, SOTI, Apache Archiva• Slack & Teams• Elasticsearch & Kibana• MS Office. Word, Excel, PowerPoint

Listed skills include Ccna, Linux, Mysql, Operating Systems, and 16 others.