Maduranga De Alwis Email & Phone Number

Colombo, Wp, Lk

Colombo, Western Province, Sri Lanka

Acting as a service delivery coordinator for Cube Networks Australia, overseeing the delivery of services or service-related technologies to Cube Networks’ customers. Establish policies to ensure consistently high service performance, monitor team members, and evaluate customer feedback to develop quality improvement processes. Key to the role is the coordination of all stakeholder communications during any service-related incidents, aligning Cube’s Managed Services teams to customer priorities, and liaising with customers on changes and requests, in order to deliver outstanding quality and service to our customers, all while meeting agreed SLAs1. Coordination of customer escalations, ensuring all issues are managed in a timely fashion and handled in a courteous and professional manner.2. Problem, change, and management of effective communications to customers and timely interaction with incident owners, being on call for major incident management on behalf of Cube Networks, ensuring such events3. Assisting engineers with vendor management (multi-party coordination) to drive issues to a satisfactory resolution for Cube’s customers 4. Develop and provide service delivery reporting to customers, utilising information extracted from various data sources, such as Service.Now, Cherwell, HEAT, Solarwinds, Nagios, etc.5. Ensure Cube Networks’ team members understand the agreed KPIs and SLAs for each customer, as required.6. Maintain an up-to-date issues and service improvement log related to all the customers managed and project services to build continuous service improvement into the operational cadence across all aspects of the service relationship.7. Working closely with the sales and pre-sales teams to identify and assist with developing new or additional business opportunities for existing clients, as well as contract extensions and renegotiations.

Colombo, Western, Sri Lanka

Acted as an engineer for the NOC team for the Axiata Company, managing 8+ segments while providing a 24*7 monitoring work environment for incidents and service requests through Nagios, Kibana, Grafana Dashboards, Prometheus alerts, and reactive issues directly from clients. Engaged in ITIL processes via the Jira platform to provide an efficient solution for the issues and requests within the SLA.1. Deployed and inspecting APIs.2. Oversaw the safe installation of IT systems.3. Monitored the performance of APIs.4. Performed regular checks on network hardware and software.5. Responded to network alerts and hardware malfunctions.6. Tracked and documenting network issues and compiling incident reports.7. Responded to user requests and providing network training.8. Managing system backups and network security protocols.

Colombo, Western, Sri Lanka

Working as an Associate Consultant for Phillips Managed Services outsourced by Virtusa providing expertise in software operations.

Colombo District, Western, Sri Lanka

Worked as a system support engineer for British Telecommunication outsourced by Virtusa. Handling tickets receive via NG autofix, ORNG autofix, Bridge and WAS portals. Managing and monitoring 200 + applications. Provided resolution with maintaining the service level agreements of tickets. Maintained a good relationship with on-shore and off-shore ASG teams. Managed deployment procedures of change requests.

Colombo District, Western, Sri Lanka

Worked as a deal implementation specialist for Telasta which is an Australian Telecommunication Corporation outsourced by Virtusa. Handled wholesale Telco customers using technologies of FLEXCAB, Saleforce, Customer agreement database, MICA and RASSP. Managed tickets using the application ServiceNow. • Analyzed and implemented new wholesale agreements of Telstra Australia wholesale customers. • Updated and managed customer products in systems such as FLEXCAB, Salesforce & CAD. • Calculated and Processed usage Rebates of wholesale customers (Monitoring). • Managed wholesale accounts/invoices in Flexcab Billing System. • Reviewed/quality checked all BAU work of the teamwork and provided feedback to the team members.

Colombo District, Western, Sri Lanka

Worked as a lead operator for Telstra Corporation Limited (Telecommunication Corporation) outsourced by Virtusa. Handled Telco Infrastructure Operations of retail customers. Assured all the Service Level Agreements are achieved, and delivery is done on or before time with high customer satisfaction. Good hands on knowledge in Flexcab Drift Billing system. • Maintained all billing data and end-to-end process of corporate customers. • Analyzed customer invoices and monthly billing cycles in billing systems such as COBS and FLEXCAB. • Customer correspondence on phone and via emails. • Prepared customer reports on monthly pre-production charges and applied charges in billing system. • Applied monthly rental to invoices in arrears or in advance and prepared manual bills for facilities access products. • Maintained customer data in office packages methodically. • Handled complex customer request in a timely basis. • Processed complex customer applications and files.

Colombo District, Western, Sri Lanka

Worked as a client due diligence analyst for HSBC data processing Lanka Pvt Ltd at the client due diligence department. Analyzed customer financial background to check transaction KYC details to prevent money laundering and financial fraud. Interacted with the customers in order to fully update KYC details in the database. As a team leader guided the team members to achieve SLA targets. • Verified client information like KYC details and financial fraud details through the HUB. • Used tested methods, techniques and technologies to perform a crime analysis. • Analyzed trends and statistics related to criminal activities on transactions via worldcheck portal. • Leveraged advanced skills and knowledge to succeed in a due diligence analyst position. • Communicated & assisted with other divisions on dispute, CRIB and financial crime compliance. • Handled customers in Singapore and UK. Maintained a good relationship with customers.

Master Of Business Administration - Mba, Business Administration And Management, General, Merit

Certificate In It, Information Technology

Combined Mathematics

Ordinary Level