Service Management Specialist/ IT Executive/ IT Support Specialist

Service Management Specialist/ IT Executive/ IT Support Specialist
ID : 2005
Education level  : Master's degree
Work experience level  : Expert- (more than year 7)
Work experience in total  : Years
Job type  : Online
Job time  : Maandelijks
Last date of registration :
Profile description

An aspiring collaborator and resolute professional with 10 years of result driven experience in ITIL and multivendor SIAM environment of extensive subject matter expertise in Incident, Problem, Change & IT asset and configuration Management. Possess proven records in resource management and leading the quality and training activities.

Work experience In details :
Job position
Job description

Service Management Specialist - HCL Technology Sri Lanka (Client: Toyota Financial Service, USA) - 2022 January - Present)

  • Drives the Major Incidents (P1/P2), identifying and initiating remediation activities to restore
    the impacted business
  • Periodical notification sends to respective stakeholders and escalate the vendor, IT Team,
    Service Provider to next level if the issue is not fixed within given SLA.
  • Creating a post-incident report for major or critical incidents for problem management analysis.
  • Creating problem tasks for the teams to identify and investigate the root cause of the incident and
    participating in the daily review meeting to discuss the problem tickets.
  • In order to ensure process hygiene incident audit will be performed.
  • Identifying non-compliance Tasks and changes will require an explanation for their failure.
  • Emergency changes will be approved during the service disruption to restore the service.
  • Incident & Change Management session is being conducted to make resources familiar with the
  • Conduct Post Implementation Reviews to assess the decision and performance related to the
    change request.
  • Evaluating change impact and organizational readiness to limit potential risk.
  • Creating Change and Incident Management reports for weekly and monthly review
  • Managing and maintaining the configuration management database to ensure its accuracy and
  • Managing and maintaining the IT Asset Management database to ensure its accuracy and
  • Drives the capacity management call with support team members and the client.

Engineer, Client Support - London Stock exchange - (2019 October - 2022 January)

  • Managing Technical Incidents and Requests for external and internal customers including
    application and network troubleshooting managing events through to conclusion maintaining
    customer communication.
  • Use correct processes/procedures, tools, RACIs, SLAs, and escalation model, perform proactive
    customer alert management and event logging in ITSM tool to help ensure appropriate levels of
    service quality are consistently and predictably delivered.
  • Help customers with Instrument related requests.
  • Help Customers in the test environment: operating on behalf of the customer, matching their
    test orders on the platform, inserting liquidity in the test market to help the customer create the
    required test scenario.
  • Support business continuity efforts and keep up to date with LSEG policy/training initiatives
  • To ensure any technical incidents or requests that are at risk of breaching a KPI or that are
    otherwise, service impacting (Priority level 1/2) are escalated promptly.
  • Keep up to date with products and services to help maintain quality of service during the launch
    of new products, projects, and service changes, achieving readiness for key milestones and Go
  • Understand and achieve proficiency in the role’s core competencies across all products/services
  • Feed into Continuous Service Improvement initiative to help with the process, automation,
    tooling, or other improvements.

System Analyst - London Stock Exchange - (2016 September - October 2019)

  • Technical support for internal and external customers
  • Prioritizing service tickets and providing support service to clients Implemented & managing
  • Implementation of the quality improvement process for incident management, work orders, task, and change requests
  • Subject matter expert support: build knowledge in specialized subjects to provide guidance and become an escalation point for the technical support specialists
  • Active management of service requests, incidents, and activities
  • Provide solutions for future problem resolution and process improvements participate in the development,
  • implementation, and improvement of supportive policies, processes, and best practices
  • Actively involved in the Projects:
    • Remedy & Service Now (Implementation) - Migration of Remedy IT Management System
    • File Server Capacity Management and Health Management o User entitlement Project – Exchange and File server

IT Infrastructure Support Engineer - Virtusa Sri Lanka - (2016 June - August 2016)

  • Provide technical support with onsite and remote for 300+ users and ensure proper maintenance of workstations, printers, and peripherals.
  • Provide Technical support for Test Servers (Win 2008/R2 and 2012/R2)
  • Respond to user service requests and expediently resolve trouble tickets to maximize system uptime (achieved 98% SLA).
  • Deploy new workstations and printers, install operating systems (Windows, Linux), applications, and drivers, and configure network properties and hardware.
  • Implements predetermined software or hardware changes to rectify any issues.
  • Checking Vulnerabilities and security compliance (MacAfee, DLP, Encryption, and Windows patch).
  • Collects and maintains tracking and configuration documentation and plans.
  • Facilitating support for Internal and external audits.

IT Executive - LOLC Technologies Limited - (September 2014 - June 2016)

  • Managing information technology and computer systems.
  • Ensuring maximum client access to and implementation of technology services and resources.
  • Controlling, investigating, and resolving technical issues.
  • Providing telephone and email support to customers to troubleshoot their problems.
  • Installation, Configuration & Troubleshooting ADSL Router and Wireless ADSL Router
  • Configuring & supporting the Syslink AP and IP printers
  • Installing and maintaining computer hardware, software, and networks in a variety of locations.
  • Training new on-board staffs

Helpdesk Engineer - Micronet Global Sri Lanka - (February 2013 - August 2014)

  • Infrastructure Global Help Desk Support Install, Configure the EMS (Element Management System)
  • Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries.
  • Engaged and tracked Priority 1 issues with responsibility for the timely documentation, escalation (if appropriate), resolution, and closure of trouble tickets.

Customer Service Assistant: Shift manager - BP Walthamstow London - (2009 November – July 2012)

  • Keep stock counts and makes order and reports about daily sales
  • Maintain roster and make sure equal shift for all staff
  • Manage more than 20 staff according to shift basically
Hard skills
Soft skills
  • Certifications
    • ITIL – IT Service Management – ID GR750476342AA
    • Complete Linux Administration - Ceylon Linux for Open Source IT Solutions
    • Certificate in Network Administration - ESOFT Metro Campus
    • CCNA Training - WinSYS Networks - Hitech Training & Consulting
    • English language Course Pre-Intermediate 3 -Intermediate 3 - British Council Sri Lanka
  • Awards & Contribution
    • Value In practice (VIP) 2019 – London Stock exchange
    • Five Star for customer service skills – BP Walthamstow London
Special notes

An aspiring collaborator and resolute professional with 10 years of result driven experience in ITIL and multivendor SIAM environment of extensive subject matter expertise in Incident, Problem, Change & IT asset and configuration Management.

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