Sithira Hennayake

Experience

• 

  Spark New Zealand

  Aug 2016 - Jul 2021

  • Responsible for managing the changes across IT Management platform for multiple clients• Working alongside the engineers, managers, and multiple teams to process the changes in a timely manner• Contributing to the proactive monitoring and maintenance of service performance across networks, security, and IT and understanding in real-time the impact of service degradation on customer experiences across key customer journeys • Coordination of client changes, risk analysis, and conflicts assessment and prioritizing of key activities, carry out CAB meetings and approvals, and conduct post-change reviews of the changes • Creating and Managing reports daily, weekly and monthly basis and presenting change analysis to the management when called upon• Supporting the design, development, delivery, and management of communications between the stakeholders and the business. • Providing on-site and in-house training for the Support Teams and New Recruits onboarding Change Management• Initiating Process Improvement and carrying out the initiatives and continue to update the process accordingly to meet the desired efficiencies.• Updating the Knowledge base by ensuring all the documents, processes & articles are up-to-date & creating new articles.• Ensuring transitions in and out of spark is followed correctly and closely and provide them with timely updates to the process• Working on multiple accounts efficiently and providing assistance on any account when needed.• Contributing to the proactive monitoring and maintenance of service performance across networks, security, and IT processes Show less • Providing Level 1 IT Service Desk support to an extensive range of Enterprise Customers• Leveraging expertise in performing an array of tasks requiring high analytical skills, time management skills and customer relationship management skills• Working collaboratively with Spark Internal Teams and clients to solve all issues, demonstrating the ability to promptly fix issues in a timely and accurate manner to meet the agreed SLAs• Composing documentation and helping to create and modify the processes to improve the efficiency within the team to achieve better results on handling incidents, tasks, and any other issues. • Attending weekly incident and task management meetings giving timely updates on the process with incidents and tasks across the board and delivering suggestions on how to improve incident management.• Meeting client requirements in a timely manner in a sense of providing updates through following efficient and updated methods of case and incident management.• Proactively and measurably improve the efficiency of the incident/request fulfillment management process and its impact on related processes (e.g. Availability & Capacity, Problem Management, and Change Management).• Contributing to the Knowledge base by ensuring all the documents, processes & articles are up-to-date & creating new articles.• Contribute to the First response and management of any incidents impacting service performance and implementation of defined MOPs / SOPs to agreed Service Levels • Utilise self-help tools to reduce incoming calls and to provide resolurions and upadtes efficiently. Show less

  • Change Lead

    Oct 2018 - Jul 2021

  • Monitoring and Response Engineer

    Aug 2016 - Oct 2018
• 

  LSEG (London Stock Exchange Group)

  Oct 2021 - now

  Senior Engineer Change Management

  • Oversee the management of all change requests across the IT Management platform.• Collaborate with engineers, support teams, and managers to ensure timely processing of changes.• Define and plan the approach for change impact analysis.• Support workstreams by conducting CAB meetings and executing CAB actions.• Develop and manage the overall change management plan, including communications and stakeholder management.• Establish a comprehensive communications and stakeholder engagement plan with internal communications to ensure business awareness of change impacts.• Identify potential resistance areas to change and work with workstream leads and internal communications to mitigate and overcome barriers.• Monitor the effectiveness of change management interventions, such as managing a network of change agents, conducting change pulse surveys, and facilitating change forums.• Enhance the people function with change management tools, methods, and best practices.• Review and update the defined change approach, as necessary.• Provide progress reports on change activities and logs to ensure alignment with the people function transformation program.• Regularly review and update knowledge documents, keeping engineers informed of any new process updates.• Organize and conduct training sessions across all platforms for change users. Show less