Experience

• 

  Dialog axiata plc

  Apr 2008 - Sept 2008

  Trainee

  Worked in Dialog Broadband Network PLC.Exposed to the following areas- Credit Monitoring & Alerting- Data Analysis & Reporting- Performing disconnections & reconnections- Attending billing issues and solving them- Sending Termination Letters to defaulted customers

• 

  Nations trust bank plc

  Nov 2008 - May 2024

  • Manage Service Management functional and personnel• Incident Management, problem management, Knowledge Management and Communication management • Root Cause Analysis (RCA) handling• Conduct review/KPI/SLA meetings within the team, department, top management of the bank on weekly and monthly basis.• Drive the team through established KPIs & scheduling staff rosters.• Analyze & report preparation on individual’s/teams’ performance and SLAs and present to relevant stakeholders• Drive internal and third-party Service deliverable SLAs• Conduct and organize trainings for IT and other employees in the organization• Manage all the IT concerns raised by external (bank’s) customers & Complaints handling• Document common issues, and potential issues and preparing SOP. Show less o Ensure support and guidance are provided to end-users within agreed Service Level Agreementso Ensure high quality services are provided to both internal and external customerso Develop, lead, and motivate a team of IT Service Management professionals.o Ensure guaranteed coverage of the IT Service Management at the lowest possible costso Involve with Service Point system implementation, troubleshooting & system vendor coordinatingo Provide advance training for front end users.o Conduct systems awareness training for branch users (Nations IT Champs)o Coordinate training sessions for internal users (IT) Show less Projects Involved: • As an Assistant Project Manager, responsible for the following tasks throughout the NetAsset Factoring system implementation project until go live.o Assist during requirement gathering and analyzing.o Assist during Gap analysis and preparation of project plans.o Preparation of user guides and training materials. o Assist during review and evaluate existing systems, and design and modify systems to meet users' business needs.o Testing, debugging, diagnosing and correcting problems to ensure acceptable quality and integrity of the system, and that programs and applications perform to specificationo Designing and implementing user acceptance test plans to guarantee the quality of deliverables. o Conduct user requirement analysis to create clear system specifications for the development of software.o Analyzes the feasibility and develops requirements for, new systems and enhancements to existing systems; ensures the system design fits the needs of the users.o Identify and report post implementation quality gaps of the system.o Conduct system and regression testing to ensure system stability.• Partially involved with HRIS (Human Resource Information System) project implementationo Shared knowledge & experience with system implementation team by providing required data & clarification.o Involved to resolve issues in attendance system.o Documents & diagrams done by own, shared & explained to related partied. Show less Primary responsibilities and duties: • Acts as a liaison between departmental end-users, technical analysts, and information technology analysts, consultants in the analysis, design, configuration, testing and maintenance of case management systems to ensure optimal operational performance.• Analyzes the feasibility and develops requirements for new systems and enhancements to existing systems; ensures the system design fits the needs of the users.• Conducts change impact analysis to assess the potential implications of changes and business rules, functions and requirements.• By developing and demonstrating an understanding of customer and business needs while maintaining current knowledge of industry trends • Ensure resolution and management of issues within the agreed Service Level Agreements (SLA’s)• By capturing the business requirements, transforming them into solutions with the support of ICT and delivering them on time and in budget.• Maintaining documentation about all potential solutions, including work-around solutions, bugs, patches and permanent solutions.• Testing, debugging, diagnosing and correcting problems to ensure acceptable quality and integrity of the system, and that programs and applications perform to specification.• Ensuring all issues and user requests are logged and resolved, following up with the users to ensure satisfaction.• Administration of designated software licensed from 3rd Party Companies.• Ensuring all issues and user requests are logged and resolved, following up with the users to ensure satisfaction. Show less

  • IT Project Manager

    Aug 2023 - May 2024

  • Manager - IT Service Management

    Feb 2020 - Jul 2023

  • Deputy Manager - IT Service Management

    Jul 2016 - Feb 2020

  • Assistant Manager Application Administration

    Nov 2013 - Jun 2016

  • Senior Application Administration Assistant

    Jan 2012 - Nov 2013

  • Banking Assistant

    Nov 2009 - Jan 2012

  • Trainee Banking Assistant

    Nov 2008 - Nov 2009
• 

  National development bank plc (ndb)

  Jun 2024 - now

  It project manager