Education
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UNIVERSITY OF WALES TRINITY
MASTER OF BUSINESS ADMINISTRATION
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PROJECT MANAGEMENT PROFESSIONAL CERTIFIED
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UNIVERSITY COLLEGE OF DUBLIN, IRELAND
PROJECT MANAGEMENT PROFESSIONAL CERTIFIED
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SIMPLILEARN - Present
ITIL 4 FOUNDATION Certified in ITIL Training course
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NATIONAL INSTITUTE OF BUSINESS MANAGEMENT
HIGHER DIPLOMA Computer Based Information Systems
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NATIONAL INSTITUTE OF BUSINESS MANEGMENT
DIPLOMA Computer System Design
Experience
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Anthesis Limited, United Kingdom - Present
IFS SUPPORT LEAD
Process Enhancement: Streamline team processes and workflows to optimize customer service efficiency. Team Management: Lead the Sri Lankan and Bitzify teams, offering guidance and support. Customer-Centric Approach: Emphasize team involvement in customer service aspects, including problem resolution, feedback, and SLA compliance. IFS Functional Consultancy: Investigate and resolve support tickets in the areas of finance, supply chain, permission and project. Onboarding Support: Facilitate the onboarding of new staff members, assisting in their adaptation to Anthesis team culture. Team Development: Assist the team with work-related and HR inquiries and coordinate team-building events. Relationship Building: Establish relationships with both permanent and contract team members in Sri Lanka.
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London Stock Exchange Group
ASSISTANT MANAGER
Coordinated Operational Support Activities: Ensure efficiency and effectiveness through proactive checks, incident management, and stakeholder updates. Managed Incident Workflow: Oversaw incident management with a structured process, maintained correct procedures, utilized appropriate tools, and adhered to escalation models. Proactive Customer Alert Handling: Managed customer alerts and event logging, ensuring consistent service quality and driving continuous service improvements, including automation. Liaison Between Management and Team: Acted as the primary intermediary, supporting training, people management, and expanding the team\'s scope with clear procedures for new checks. Ad Hoc Management Support: Provided assistance to management with any required ad hoc requests.
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WebQuarters Group Pvt. LTD
ERP MANAGER
Global Service Desk Oversight: Managed the 24/7 global service desk, overseeing five support teams while adhering to ITIL practices for supporting client requests and issues. Service Request Management: Monitored and managed client service requests, incidents, and change request queues within the ITSM tool, ensuring compliance with SLAs. Stakeholder Management: Managed stakeholder relations and communications, conducting daily stand-up meetings, addressing team member issues, and supervising performance using KPIs to drive continuous improvement within the support team. Project Leadership: Held a Project Lead role for an ongoing project, with responsibilities including ensuring service delivery within agreed service levels and preparing and communicating management reports to facilitate effective, proactive, and reactive support services for the client.
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WebQuarters Group Pvt. LTD
ERP CONSULTANT
IFS ERP Consultancy and Support Services: Provided expert IFS ERP Consultancy and Support Services to a diverse set of global clients. Proficiency in ITSM Tools: Utilized ITSM tools like Footprints, SysAid, and ServiceNow. Efficient Project Coordination: Coordinated activities seamlessly between customers and consultants to ensure the smooth execution of projects. Customer-Centric Customizations: Identified customer requirements and created specifications for tailored customizations that address their unique needs. Process Enhancement: Defined process flows, performed process mapping, and implemented process improvements to boost operational efficiency.