Experience

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  Proacc systems

  Nov 2012 - May 2013

  System support engineer

  As a System Support Engineer, I am dedicated to ensuring the smooth operation of complex IT systems and providing timely technical support to our clients. With a strong technical background and experience in IT service management, I am committed to delivering high-quality technical support services that meet the needs of our customers and align with our business objectives.In this role, I provide technical support for various IT systems, including hardware, software, and network infrastructure. Show less

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  Dialog axiata plc

  Aug 2013 - Jun 2019

  • Effectively managed staffing levels and allocated resources to meet evolving business requirements, ensuring optimal productivity and consistent high performance.• Demonstrated adeptness in testing and monitoring daily operations, proactively identifying and reporting issues to upper management for swift corrective and preventive actions.• Spearheaded improvement initiatives that resulted in reduced customer complaints and enhanced service quality.• Delivered comprehensive training to staff, equipping them to address customer queries and complaints across various domains.• Functioned as a technical escalation point for team members, efficiently resolving intricate issues and providing expert guidance on technical matters Key responsibilities included.• Develop and oversee the execution of the product roadmap for technical service products.• Monitor project progress and address any issues that arise.• Track product performance metrics and KPIs.• Prepare regular reports on product status, performance, and customer satisfaction. Show less • Supported a mobile application that allows users to view real-time locations of their assets by monitoring backend traces, connection statuses, and the entire data transmission path from the system end to the client end.• Conducted training sessions for new recruits and monitored the team's performance to ensure they were aligned with organizational goals, using available resources effectively. • Tested and monitored day-to-day operations, reporting to management for corrective and preventive actions while driving improvement initiatives to minimize customer complaints.• Configured and controlled network components as required under divisional authority, ensuring smooth continuation of network services.• Act as the primary point of contact for enterprise clients regarding technical service products.• Gather and analyze customer feedback to inform product improvements. Show less As a Technical Help Desk professional with expertise in 1st and 2nd level troubleshooting on mobile, routers, and Leased Line, I am dedicated to providing top-notch technical support services to our customers. With a strong technical background and experience in IT service management, I am committed to delivering high-quality technical support services that meet the needs of our customers and align with our business objectives.In this role, I provide 1st and 2nd level technical support on mobile, routers, and Leased Line Network operation management to diagnose and resolve customer issues in a timely and effective manner. I work closely with cross-functional teams, including technical support specialists, engineers, and subject matter experts to identify root causes of issues and develop and implement effective solutions that improve service levels and customer satisfaction. Show less

  • Supervisor of Enterprise Product Technical Service

    Jul 2018 - Jun 2019

  • Engineering Executive – Enterprise Products

    Aug 2013 - Jul 2018

  • Technical Help Desk, Network Operations and Service Assurance

    Aug 2013 - Aug 2014
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  Mobitel (pvt) ltd

  May 2019 - Apr 2021

  Product owner business solutions- enterprise business

  • Managed a portfolio of ICT & Telco products for corporate clients, driving revenue growth and meeting business goals. • Developed innovative products based on market research, ensuring they met corporate customer needs.• Work closely with development teams in Agile/Scrum environments to ensure timely and high-quality delivery of product increments. • Analyze product performance data and customer feedback to inform continuous improvement• Prioritized activities and executed product roadmaps for timely, high-quality solutions. • Successfully launched new products with ROI analysis, achieving business objectives. • Conducted product presentations and training, educating customers on best practices. • Supervised accounting, estimation, and billing for project resources, delivering timely and effective progress updates and issue resolution. Show less

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  Ada

  Apr 2021 - Nov 2024

  • Manage projects across Sri Lanka, Bangladesh, and Cambodia, tailoring solutions to regional needs.• Focus on the continuous improvement of UI/UX to enhance user satisfaction and engagement• Oversee diverse application development projects, ensuring strategic alignment and driving innovation in SaaS and digital transformation initiatives.• Extensive experience in developing and managing Loyalty & Rewards product tiers, along with implementing instant digital rewards concepts.• Implement agile project management methodologies, such as Scrum and Kanban, to maintain exceptional project quality and meet the unique requirements of digital product development.• Coordinate development across offshore and in-house teams for successful project deployment.• Lead meetings with stakeholders to integrate feedback into product strategies.• Manage project budgets and resources for cost-effective solutions and issue resolution.• Provide strong technical leadership in innovative solutions and processes to foster high-performance teams. Show less

  • Senior Manager - Digital Products, Customer Engagement Solutions

    Mar 2024 - Nov 2024

  • Manager - Digital Products | Customer Engagement Solutions

    Apr 2021 - Mar 2024