• Administrate and manage IT managed service Operations of clients while attending to the Incidents & problem management and ensures commitments are met as per defined Service level Agreements (SLA's) and Service Level Objectives (SLO's).• Point of Contact for escalations around business-critical support incidents.• Maintains vendor and contractor relationships to ensure client needs are met in a timely and cost-effective manner.• Response to changing circumstances during system outages and determination of timely escalation and resolution path.• Participates the development and implementation of Standard Operating Procedures (SOP's) and best practices for business-critical IT solutions, including but not limited to capacity planning, Disaster Recovery/Business continuity Planning ((DR/BCP), media management, asset inventory management, system startup/shutdown and Key Performance Indicator (KPI) reporting.• Administrate and manage the 24x7 Network Operating Center (NOC).

•Continuously analyze information and technology to align the company services to ensure they provide and meet actual business needs and values.•Develop and implement technology transformation initiatives while directing ICT strategies and policies according to the global standards.•Create and adhere to the annual budget while keeping sufficient expenditure discipline to meet the company’s ICT strategies and plans.•Initiate, plan and deploy technology related projects without major business impact.•Leverages influence and negotiation skills with vendors to produce cost-effective and innovative contracts and solutions.•Manage and direct the procurement process of ICT systems and services for the local office and commission end user training accordingly.•Manage, direct and prioritize systems implementations, maintenance, and ICT operations as per the global standards.•Inspect and supervise data security protocols are in place for local ICT systems.

• Manage, direct and support Operations Services staff with a focus on team leadership, operational excellence, and continuous improvement • Manage and support IT Help Desk operation which is having 3000+ employee base organization.• Ensure Management of all aspects across the customer delivery portfolio;• Ensure that all contractual deliveries are fulfilled towards the customer as per the original business case;• Hold accountability for end to end operational performance towards the account according to agreed targets;• Ensure efficient service delivery;• Support service sales directly and indirectly;• Secure Customer relationship management and stakeholder engagement;• Build upon and look for opportunities to develop on existing business;• Complete management of deliverables towards the customer portfolio;• Have responsibility for establishing and maintaining effective governance with the customer in partnership with the Key Account Manager;• Achieve delivery compliance across the projects;• Continuously seek financial and operational improvements for the delivery business unit

•Manage the bank IT help desk team and assure all the incidents raised by the end users are timely handle and provide solutions with the agreed SLA.•Assist and monitor bank data center infrastructure and make sure all servers, DB’s, network components are functioning properly for a smooth banking operation•Problem and change (Scheduled change and RMS) management (Remedy) - outstanding problem change management, call log in, call trends, call reporting including high severity problem control. All remedy related initiatives and updates. Ensuring standards are adhered to, or dispensations rose.•Vendor management.•Present, written and verbal proposals to IT and business resources to ensure all work undertaken to meet budgeted costs and group standards.•Assist new implementations or upgrade existing systems, including project management, tracking and reporting.•Liaise with the stakeholders to gain an understanding of current issues, processes and business requirements•Manage provisions of business recovery (BCP/DR) sites to give the ability to conduct business transactions and monitor exposure in the event of disaster.•Risk management control, KCS (Key Control Systems) assistance, SIP (Service Integration Process) initiatives and reporting, including technical audit compliance, directly and indirectly.

Dialog Axiata is the largest mobile company in Sri Lanka which is a child company of Axiata group of Malaysia. •Design, implement and administrate company IT infrastructure and BPO related implementations and total coordination of the BPO client requirements and design such system requirements. •installing, configuring voice, multimedia, files servers, and data connectivity and administrate such systems and make sure the maximum availability of the systems. •Responsible for implementations and administration of Dialog Axiata Call Center as a key person.

DMS Electronics is a local partner for the HP Singapore. •installations of HP servers/ storages/ clusters in client sites. •Installation of operating systems, antivirus software, Active Directories, DNS, DHCP etc and troubleshooting network related issues as a part of my job.•Implementation of Compaq & HP products and subsequent support for the systems.•Pre-sales support provided to the sales division.System Administrator – Citi Bank Sri LankaAs an outsourced resource by the DMS Electronics Ltd, having experience of serving for Citi Bank Sri Lanka data center.System Administrator - Deutsche Bank Sri LankaAs an outsource resource by the DMS Electronics Ltd, having experience of serving for Deutsche Bank Sri Lanka data center