Experience

Cut+Dry

• United States
• Software Development
• 1 - 100 Employee

• Associate Director Of Operations

  • Apr 2020 - Present



Sysco LABS Sri Lanka

• Sri Lanka
• Information Technology & Services
• 700 & Above Employee

• Manager Operations - Production Support

  • 2017 - 2019

  + Ensured the team identified and provided workarounds within given SLA's for production defects that were beyond the scope of the application support team.+ Reduced application defects from 4.2 to 1.3 incidents per 1000 operators a day by prescriptively analyzing and prioritizing fixes for them.+ Reduced system alerts by scrubbing unstructured data via regular expressions and visualizing trends to come up with actionable recommendations.+ Designed and implemented complex cross platform automated dashboards on Salesforce and JIRA that calculates metrics such as team wise, component wise mean time to resolution dashboard and tickets breaching SLA. Show less

• Manager Operations - App Support

  • 2016 - 2017

  + Designed platform for onboarding new application support engineers which also focused on training and skills development via quarterly objectives. + Streamlined operational process and setup SLA’s by analyzing trends and metrics.+ Analyzed operator data to predict product up-selling opportunities. + Worked with other engineering teams to plan and execute a multitude of data and application migrations.

• Senior Operations Lead - App Support

  • 2014 - 2016

  + Grew the application support operation from a 4-man team to a cross functional 17-man 24/7 outfit, while having an emphasis on automation and identifying and recruiting talent. + Worked with engineering teams to design and implement tools and monitoring systems to be able to proactively support operators and moved teams from traditional reactive support methods to being able proactively support operators. + Handled resource allocation and capacity planning through predictively analyzing predefined metrics.+ During feature design reviews provided analytical views on operational, technical and implementation fronts based on data gathered from the field. + Planned and executed payment processor migrations. + Spent time to understand the aspects of other operations teams and contributed feedback on strategy, tactics, and goals. Show less

• Application Support Lead

  • 2013 - 2014

  + As an Application Support Lead was instrumental in migrating and managing tier 1 and application support teams in Colombo that handled general support queries, Investigating, diagnosing and solving hardware, network or application faults and perform problem determination, workaround resolution, root cause analysis, monitoring, major incident management or critical situation management and suggesting infrastructure improvements. + Improved workforce productivity by identifying and designing reporting metrics and conducting performance reviews and developing skills through training. + Closely work with Production Support teams to ensure permanent fixes for production defects were addressed+ Setup and managed menu encoding team. Show less

• Application Support Engineer

  • 2011 - 2013

  + Played a crucial role of handling clients during the product launch in California, which included setting up infrastructure such as POS devices, perform configurations and maintenance on routers and hardware+ As an Application Support Engineer worked closely with beta operators in California to understand their requirements, environment and gathered essential on-field user experience to come up with a crucial analysis on product design and direction. + Was responsible for product support, from training to Identifying, researching and resolving complex application, systems and network-related technical problems via backend log analyze, troubleshooting UNIX servers, routers, modems, MySQL and Derby databases; while ensuring that the operators systems are fully operational and any loss of service is restored in a timely and efficient manner.+ Retrieved and updated data from applications database's (MySQL) on-demand based on operator or organization needs. + Created user manuals and potential technical issue, network troubleshooting design documentation for operators. + Was responsible for designing and implementing streamlined procedures that helped operations organizations scale. Show less

• Operations Executive

  • 2009 - 2011

  + Was instrumental in launching FastOrder.lk Sri Lanka’s first food online ordering portal, and running support, billing, partner management, marketing, product development, and business planning.+ Handled a multitude of roles in the Sri Lankan web solutions department such as client and project management, website design, and server maintenance.+ Handled QA for several Yahoo.com projects + Managed vendors, setup and administered the buildings network, server infrastructure and successfully moved office spaces twice Show less



Roomsnet

• Travel Arrangements
• 1 - 100 Employee

• Customer Service

  • 2006 - 2009