Kalum Wickramatunga

Experience

• 

  TeamBinder (QA Software Pty Ltd)

  Nov 2008 - Mar 2013

  - Server Administration: Maintain and troubleshoot Web Servers, DB Servers and Backup Servers (Windows Server 2000/2003/2008) hosted around the Globe• Analyze Server Errors and Log files• Server Migrations• Data Transfers• Scripts for Data Copy (SQL/Programming)• Server Data Backup• Server Integration (Application and Database)• Configure Firewall Settings• Prepare Server performance & Event Analysis reports• Setup up and Configure Applications on IIS (6.0/7.0)- Programming Tasks: Develop and Customize Server monitoring Tools & Applications as per organization requirements. • Windows Server Event Extractor – An application that can read the Windows Event Viewer (on Application and DB Servers) and extract events and convert them into XML format.• Bulk Changes Tool for SQL Databases and Tables – An application that enables support teams to perform modifications to multiple MSSQL databases and tables through an interface.- Experience in Database Related Activities (MSSQL)• Run fixes and required deployment changes on MSSQL databases• Perform CRUD Operations based on client requirements• Changes and customizations in MSSQL Databases• Run & Analyze MSSQL Profiler to identify database related issues• Build SQL quires to populate data on customized reports- Handle end-user issues and User Training Show less - Programming Tasks: Develop and Customize Server monitoring Tools & Applications as per organization requirements. • Visual FoxPro Console – A desktop application used to execute a series of commands and Scripts through an interface. Useful when executing Scripts on remote Servers • Create and Customization of SQL Data reports – Develop SQL data reports as per the client requirement.- Experience in Database Related Activities (MSSQL)• Run fixes and required deployment changes on MSSQL databases• Perform CRUD Operations based on client requirements• Changes and customizations in MSSQL Databases• Run & Analyze MSSQL Profiler to identify database related issues• Build SQL quires to populate data on customized reports- Handle end-user issues and User Training Show less

  • Programmer cum Senior Support Officer

    Jun 2011 - Mar 2013

  • Programmer cum Support Officer

    Apr 2010 - Jun 2011

  • Trainee Programmer cum Trainee Support Offier

    Sept 2009 - Mar 2010

  • Trainee Programmer

    Nov 2008 - Aug 2009
• 

  Pearson

  Mar 2013 - now

  • Plan, Hire, Knowledge Transfer and Leading a team for Pearson Virtual Learning (PVL) including Incident, Problem, Change, Configurations Managers and Data Engineers.• Perform and implement (ITIL) Incident | Problem | Change | Configuration Management best practices and procedures (Mange L2/L3 incident queues, Work with Engineering Teams and Product Owners, Manage and define Escalation Procedures, Process Improvement for incidents and requests, Responsible for MTTR / MTTD / SLA / OLA, Involve in Post incident reviews (PIR) and Root Cause Analysis (RCA) for Major incidents, Raise Problem tickets and follow up Problem tasks)• Process Improvements and Automation Projects (Implement Knowledge repositories and create SOPs for operational activities, Follow Change management process for Code/Data Changes, Manage deployment pipelines and automation projects.)• Improvements to CMDB and Customer Satisfaction Strategies (Refine CMDB, Identify CIs, Identify dependancies, Update ownership, Implement Known Error DB, Improvements to Customer Satisfaction measurements and Vender Management) Show less • Leading a team of 40 direct/dotted reports. Manage 24x7 Roster base Operations, L2/L3 Engineering tasks and Application Development (Manage L2, L3 support teams for end user escalations which are coming through Pearson Higher-ED Help Desk (L1) via OneCRM/ServiceNow including Major incidents. Maintain more than 95% of SLA requirements and support for 99% of Service uptime.)• Automate requests, recurring activities and Code-level fixes (Manage code level fixes, Automation Projects and implement SRE Practices along with the Agile methodologies. • Data fixes and Report generation on MSSQL and Oracle Databases (Manage regular CRUD operations to resolve incidents report from end users for different type of education platforms, Prepare and customize SQL scripts to accomplish reports from internal and external users• Perform System Engineering and Infrastructure related activities (Manage various server related activities for the Linux and Windows servers hosted in Pearson owned Data Centers as well as server clusters hosted on AWS, Contribute to reactive and predictive monitoring/alerting systems.)• Observability Tasks for hosted applications (implementation of Dashboards for external and internal applications using Grafana, Kibana and New Relic, JIRA, ServiceNow, PowerBI and Tableau) • Resource Management and Sustainability (Define KPIs and Goals for the team, Performance evaluation, Hiring, Prepare Training Plans for new joiners, Evaluate and Prepare Business continuity Plans (BCP) for disaster recovery, 24x7 Roster Management, Implement Quality control measurements and audits for continual service improvement and sustainability)• Other Key Activities (Managing new projects and engineering task transitions, Implement proper documentation for troubleshooting and incident resolution procedures, Liaising with other Dev/QA/Technical Teams for several knowledge transitioning activities, Establish communication channels with Stakeholders.) Show less - Fulfill a technical leadership role by reviewing work, managing resources in support of fostering teamwork.- Mentoring, and leading projects. - Work as Subject-matter expert and help establish protocols for supporting many of Pearson’s highly integrated products and platforms. - Troubleshoot and provide Operational/Service Level solutions for User/Application/System issues and incidents.- Planning and support in order to implement Quality measurements to improve the Quality of the work.- Create proper Documentation/ Knowledgebase Articles for Knowledge Sharing and Conduct Training for internal and external users.**Highlights - Participated in Leadership Training programme (“Ignite”) conducted by Pearson in December 2017 Show less - Working with various Web Technologies and several Integrated Learning Management Systems (LMS) in Production Environment.- Troubleshoot and provide Operational/Service Level solutions for User/Application/System issues and incidents.- Attend to Planned System Requirements and Unplanned Incidents in order to minimize the user impact, maximize the Operations Stability and provide the best solution with in the Service Level Agreements (SLA).- Take part on rotational On-Call roster in oder to provide 24/7 Coverage for High Priority Incidents and System issues- Develop Tools reduce routine tasks and Automate them- Analyze/Monitor regular Operation Model in order to identify further improvements for the number of integrated Systems and Learning Management Platforms.- Create proper Documentation/ KnowledgeBase Articles for Knowledge Sharing and Conduct Trainings for internal and external users.- Work with Development/Quality/Systems Engineering Teams (SL/US/UK) in order to provide better solutions for Short/Long term Organizational goals.- Planning and support in order to implement Quality measurements to improve the Quality of the work.**Highlights - Pearson on-site (Denver, Colorado) visit and training during Fall 2016 BTS period Show less - Working with various Web Technologies and several Integrated Learning Management Systems (LMS) in Production Environment.- Troubleshoot and Identify solutions for Servers and Services related to Pearson Education Management which are hosted on Data Centers/AWS Cloud.-Attend to Planned System Requirements and Unplanned Incidents in order to minimize the user impact, maximize the Operations Stability and provide the best solution within the Service Level Agreements (SLA).- Take part on rotational On-Call roster in-order to provide 24/7 Coverage for High Priority Incidents and System issues.- Develop Tools reduce routine tasks and Automate them.- Analyze/Monitor regular Operation Model in order to identify further improvements for the number of integrated Systems and Learning Management Platforms. Show less - Manage team resources as a shift lead, conduct training and knowledge sharing sessions for newcomers- Identify/Investigate/Manage Incidents and problems according to the ITIL V3 Service model.- Perform various Engineering tasks related to Software/ Operating Systems/ Database/ Operations in order to make sure the availability of Software Systems for the users from all over the world.- Maintain Clustered Servers farms (Linux/Windows) and troubleshooting- Identify/Investigate/Manage Incidents and problems according to the ITIL V3 Service model.- Design/Implement/Manage and maintain monitoring/Alerting systems for Data Centers/Servers/Education Platforms and Real-Time Systems. - Perform different types of tests and follow procedures in order to preserve system stability and availability.- Configure and monitor all Alerting/Monitoring systems which related to Server farms/Servers and different Learning technology Platforms.- Documentations of Procedures, Presentations, Publish Knowledge Base (KB) Articles and User training- Work with peer Networking Operations Center (NOC) Located in Denver, United States in order to perform Monitoring, Configuring, Investigating, Troubleshooting, Resolving issues and incidents reports by 24/7 help desk and from the internal users. Show less - Maintain Clustered Servers farms (Linux/Windows) and troubleshooting- Perform various Engineering tasks related to Software/Operating Systems/Database/Operations in order to make sure the system availability for the users from all over the world.- Identify/Investigate/Manage Incidents and problems according to the ITIL V3 Service model.- Design/Implement/Manage and maintain monitoring/Alerting systems for Data Centers/Servers/Education Platforms and Real-Time Systems. - Perform different types of tests and follow procedures in order to preserve system stability and availability.- Configure and monitor all Alerting/Monitoring systems which related to Server farms/Servers and different Learning technology Platforms.- Documentations of Procedures, Presentations, Publish Knowledge Base (KB) Articles and User trainings- Work with peer Networking Operations Center (NOC) Located in Denver, United States in order to perform Monitoring, Configuring, Investigating, Troubleshooting, Resolving issues and incidents reports by 24/7 help desk and from the internal users. Show less

  • Manager - Incident, Applications & Request Management - Pearson Virtual Learning

    Mar 2022 - now

  • Manager - Product Technical Operations (PTeOps)

    Jun 2018 - Mar 2022

  • Associate Lead - Operations Technical Services (OTS)

    Oct 2017 - Jun 2018

  • Senior Operations Engineer - Operations Technical Services (OTS)

    Jun 2016 - Oct 2017

  • Operations Engineer - Operations Technical Services (OTS)

    Jun 2015 - Jun 2016

  • Senior Analyst - Operations Command Center

    Apr 2015 - Jun 2015

  • Analyst - Network Operations Center

    Mar 2013 - Apr 2015