Gihan G. Email & Phone Number

Hamilton, Waikato, New Zealand

Sri Lanka, Germany, Estonia

Leading comprehensive technical projects, services & teams including platform and Product Architects, Tech Leads, Systems Engineers, and Service Delivery professionals. (Sales, Pre-Sales, Engineering, Support & Operations)Managed and delivered projects & exceptional customer services for small to medium customer accounts.Implement & manage the change, incident & problem management process & strategy for service delivery and customer services.Create and implement a new customer onboarding process customer journey.Implementation of CRM & ITSM software to streamline operations and enhance customer experience (JIRA, Atlassian Service Desk)Work with teams on introducing SLAs and key performance indicators (KPIs) to uphold the service standards aligned with SOW’s.Performance monitoring & reporting on projects, professional services, and service delivery teams to create action plans to continue improvement in people and processes.Global recruitment management for technical and non-technical professionals.Conceptualized, managed & led the implementation of Axinom's global interactive business website.Overseeing Axinom GmbH subsidiary in Sri Lanka including people, P&L, and balance sheet responsibilities.

Colombo, Sri Lanka

Develop comprehensive project plans, considering all aspects of customer IT implementations and change requests.Regular client engagement to define requirements, and maintain clear communication and solutions demonstration. Manage & implement internal change processes & procedures to meet client project requirements.Regular project status meetings to provide transparency and ensure alignment with client goals and expectations.Explore and implement sustainable IT solutions that align with manufacturing industry trends and eco-friendly practices.Cross-selling & selling solutions based on the process gap identified within the customer environments.Managed & delivered projects for customers in Italy, Netherlands & Swiss.Managed & implemented KUKA, Mitsubishi & Siemens robotics automation and production monitoring systems.Build and deploy experience in Zebra mobile computers, scanners, and printers.Extensive domain experience in system & process monitoring of manufacturing planning and production environments.

Sri Lanka

Managed setting up and expansion of 24x7 customer service team for IFS & Microsoft Dynamics ERP in the UK, Sweden & Sri Lanka.Lead and manage the support team, including recruitment, training, and performance management. Internal operational change management to develop and implement the customer service strategy aligned with ERP and ITIL best support practices.Shift & roaster management in 24x7 service desk.Managed & led client change requests and service delivery management for business continuity support.Defined & introduced SLAs, SLA management & cost implications to SOWs. Introduce & implement CRM software to streamline operations and enhance customer experience (Fresh Desk, JIRA, Confluence, & processors).

Sri Lanka, Australia, New Zealand

Spearheaded the start-up and expansion of 24x7 IT support teams specialized in Australia & New Zealand customers, including field services. Managed 24x7 customer service process & teams including service desk and professional services.Stabilized operational workflows to enhance service delivery and efficiency by introducing new support strategies, focusing on higher business margins, and improving SLAs and responsiveness.Create, implement & managed change, incident & problem management process & strategy.Change & release management solution mapping and engagement process monitoring.Led efforts to enhance service level agreements (SLAs) incorporation in SOWs.Implementation of shift & roaster management based on services requirement demand schedules.Implement and monitor key performance indicators (KPIs) related to services that enhance performance and efficiency.Explore and implement sustainable IT solutions that align with remote support industry trends in Australia & New Zealand regions.Introduction RACI Matrix to smooth the operation between cross-functional teams that includes Sales & Marketing.

Sri Lanka

Managed end-to-end project planning and scheduling using MS Office for complex software development projects with billing over US $ 2 million. Estimating, tracking, and monitoring/controlling complex project schedules to manage cost, time, scope, and quality constraints.Managing cross-division projects with multiple dependencies from project inception to deployment and making sure on-time delivery with budgetary constraints.Managing different stakeholders including coordinating and setting client expectations with various individuals at different levels of the organization.Managing onsite/offshore projects teams (team size ranging from 50 to 60) to achieve CMMI level 5.

Sri Lanka

Create, manage, and control internal change requests process & requests management and triage to get stakeholder approvals.Lead and manage a team of support engineers, providing guidance and mentoring.Subject matter expert and member of Virtusa internal SOX compliance audit implementation.Creating WPS, sprint plans, and release cycles based on the technical estimations.Working with tech leads on creating work items, use cases, test plans, and test scripts.Troubleshoot complex technical issues and provide solutions in a timely manner.Delegate tasks, set performance expectations, and conduct regular performance reviews.Handle escalated customer issues that require specialized knowledge or attention.Ensure that high-priority issues are actioned promptly and effectively.Analyze and diagnose complex technical problems, identifying root causes and implementing solutions.

Colombo, Western, Sri Lanka

Deploy and implement ERP systems and ensure successful product demonstrations in client environments.Assisted in the seamless integration into client organizations, ensuring smooth data migration and system functionality.Requirement gathering, training, UAT & ongoing support to end-users.Create training materials, user guides, and documentation to support customers and internal teams in using the ERP product effectively.Address customer inquiries, concerns, and feature requests.Work closely with development teams to ensure the successful implementation of product features and enhancements.

Education record

Itil

Advance Diploma, Computer Science