Rajith Dias Email & Phone Number

Sri Lanka

Colombo, Western Province, Sri Lanka

Team Leadership for Exceptional Availability:Mentored and led a team of 5 Operations Engineers to achieve Resolution SLA upwards of 95% for 24x7 application support services, ensuring seamless service delivery.Performance Enhancement and Training Oversight:Established performance goals, conducted regular evaluations, and oversaw training needs for team members. Provided constructive feedback to enhance skills and capabilities, fostering a high-performance culture.Operational Efficiency and ITIL Implementation:Improved operational efficiency by incorporating ITIL best practices into team operations, maintaining strict adherence to Service Level Agreements and establishing IT policies. Elevated ticket completion from 60% to an impressive 95%.Strategic Ticket Volume Reduction and Proactive Support:Achieved a 60% reduction in annual ticket volume through strategic data-driven methodologies. Proactively monitored support ticket trends, developed Knowledge Articles, conducted thorough root cause analyses, and implemented preventive measures, resulting in enhanced first-call resolution and self-service capabilities.Agile Workflow Implementation and Collaboration Success:Implemented an agile workflow for operational tasks, enhancing efficiency and tracking for deployments, data migrations, RND tasks, and recurring maintenance. Successfully collaborated with development teams, ensuring a 100% change success rate for patch releases, AWS AMI updates, and key rotations according to established Change Management Policies.

Led Incident and Problem Management, ensuring adherence to SLAs, maintaining high-resolution quality standards, managing queues, analyzing trends to reduce monthly ticket count, and overseeing timely follow-up on tickets.Spearheaded root cause investigations, identified problems, implemented corrective/preventative actions, and generated Executive Reports on incident trends, and recommendations for stakeholders.Provided technical leadership and mentorship of responses to complex and/or major issues (25% of team issues) by handling escalations from junior team members and mentoring develop technical skills

Colombo, Western Province, Sri Lanka

Managed the Wearable Technology Devices to ensure any loss of service could be restored within SLAs, meeting 97% of SLAs, by using operational knowledge and technical skills to investigate and isolate problems.Engaged and coordinated with end-users and other stakeholders such as engineering and 3rd parties during the issue resolution process and when scheduling mass deployments of OS, software, and configuration changes.Collaborated with cross-functional teams to conduct comprehensive root cause analyses, identifying areas for process improvement and implementing strategic solutions to enhance the overall efficiency and reliability of Wearable Technology Devices.

Colombo, Western Province, Sri Lanka

Provided L1, L2 and L3 support for RHEL 7 infrastructure for a variety of incidents, events, and requests.Performed the management and delivery of patching services according to the client's requirements, successfully delivering the highest level of quality and customer satisfaction.Practiced ITSM through Cherwell and ServiceNow by managing Service Requests, Incidents, Events, and Changes while maintaining respective SLAs, by using an agile approach to manage time effectively, and managing documentation of Client Details, Patching Procedures, and Known Issues through Atlassian Confluence, which allowed for better collaboration and communication on all projects.

Colombo, Western Province, Sri Lanka

Developed and implemented comprehensive IT policies and procedures, including User Device Policies and BYOD Policy, ensuring alignment with organizational goals and industry best practices.Achieved a 20% reduction in annual IT spending through effective financial management, encompassing budgeting, purchasing, and vendor management, contributing to cost-efficiency and resource optimization.Oversaw and led the IT team, focusing on staff management activities such as training, conflict resolution, and performance evaluations, fostering a collaborative and high-performance work environment.

Colombo, Western Province, Sri Lanka

Performed troubleshooting and diagnostics on hardware/software network failures by following standard operating procedures, resulting in 99% uptime for mission-critical servers and workstations.Administered the maintenance, installation, desktop deployment, end-user support, company-wide data backup tasks, and security updates/patches for servers, desktops, and laptops.Configured and managed local and wide-area networks, VoIP systems, and virtualized tools to ensure maximum performance and stability.

Colombo, Western Province, Sri Lanka

Performed troubleshooting and diagnostics on hardware/software network failures by following standard operating procedures, resulting in 99% uptime for mission-critical servers and workstations.Administered the maintenance, installation, desktop deployment, end-user support, company-wide data backup tasks, and security updates/patches for servers, desktops, and laptops.Configured and managed local and wide-area networks, VoIP systems, and virtualized tools to ensure maximum performance and stability.

Msc. In Enterprise Systems Management

Bsc. In It (Special), Specialized In Computer Systems And Networking, Information Technology

G.C.E. Advanced Level, Mathematics

Diploma In Network Administration