Janitha Serasinghe Email & Phone Number

Singapore

Trax Retail is a multinational company which is the world's leader in image recognition for retail service. Providing leading technology & market data services to tier one manufacturers in over 45 countries.Currently working as a member of the NOC (Network Operation Center) team.Responsibilities:◦ Proactively monitoring production systems by using industry-standardtools (PRTG, Pagerduty, Grafana, Datadog) to identify and take actionfor potential areas of risk before affecting the internal and externalcustomers.• Troubleshooting issues related to the Trax Retail mobile app, and mainweb applications and escalating issues that require further assistanceto L3 Support & Development Team.• Escalate the identified issues with the relevant Operational teams toinvolve them with troubleshooting processes in a timely manner and alsoinform the relevant parties so all the required parties are informedabout the incident. (Communicate with various departments toidentify, analyze, and mitigate the issues)• In faulty incidents, perform the first-level troubleshooting tasks tomitigate the problem or gather essential details and arrange themmeaningfully (raise a ticket) so once the escalations are done thethe operations team can incorporate the details to resolve the situation atthe earliest. (Emergencies -high-priority cases Handling with the supportof R&D teams within the SLA).• Monitoring global infrastructure (backend) and all the applications'status on live 24x7/365 days. (Engines/pipelines/DBs/webapplications/shells cameras/network connections)• Handling issues and requests reported by internal and externalcustomers through JIRA and ServiceNow. (Providing L1 & L2 technicalsupport).

Colombo, Western Province, Sri Lanka

Responsibilities:* Identifying the customer demands, assessing, maintaining, and resolving issues with the support of the team members.* Reporting the findings to the Head Of Department.* Identifying, Self Learning, and Implementing new methods to improve the customer Experience.* Handling the team with giving supportive ideas, and advice, monitoring and helping them to resolve doubts, and coordinating them to deliver the client requests within the SLA.* Fulfill the project requirements of the clients and requirements of the Trax Team.* Closely Monitoring with clients/ Trax team Via Jita Tickets whether customer expectations are fulfilled.* Adhere to all standard processes and checklists.* Follow all service level agreements (SLA) to deliver High-Quality Services.* Contact the Clients and Trax Teams to discuss the updates.* Interact with customers and other teams answering questions resolving issues and moving issues to the teams.* Train new employees and make sure that all the doubts are cleared.* Ensuring that the policies and procedures.

Colombo, Western Province, Sri Lanka

Global System Solutions International (Pvt) Ltd. is a BPO company providing its services to Trax Retail, a multinational company that is the world's leader in image recognition for retail. Providing leading technology & market data services to tier-one manufacturers in over 45 countries.Responsibilities:* Identify the correct images and tag them accurately.* Working according to the agreed SLA.* Giving Cooperation to the Team Leader to achieve the project targets and keep the project health in Good Rate.

Master Of Science (Msc) - Computing, Computer Science

Reading

Diploma In Information Technology, Computer Science