Aparna Karunarathna

Senior Tech Lead - Devops - Production Support @Axonect

Colombo, LK

Providing Level 2/ Level 3 technical support for multiple clients worldwide on ADL (Formerly Apigate) Telco solutions, offering expert knowledge to resolve customer issues related to API-level solutions, supporting 3rd party applications, and managing underlying infrastructure- Collaborated with customers to gather new requirements for features, improvements, and change requests, and subsequently evaluated technology needs, offering guidance to implement effective solutions- Planning and performing application upgrades, applying patches, and system migrations- To upsurge customer satisfaction, followed and continually improved all Managed service (L2) and L3 support processes based on the ITIL framework (checklists, escalation processes, SLA, best practices)- Led the WAR rooms with customers for service restorations, provided Root Cause Analysis (RCA), and offered solutions- Followed up on RCA for incident support tickets to fix issues permanently- Conducted technical training sessions for customers to hand over managed services support service after a trial period- Ensured roadmap-related discussions were funnelled to relevant product teams and documented appropriately- Engaged in tracking, delegating and resolving security vulnerabilities detected in on-premise and cloud deployments- Conducted capacity planning for IGW, EGW, and ELK setups with the Solution team and shared plans with customers- Mentoring junior team members and managing the hiring process of the production support team- Owned and maintained the support knowledge base in Confluence- Successfully participated in a 24/7 on-call rotation, ensuring prompt response and resolution of urgent issues as required.

SLIIT

B.Sc(Hons), Information Technology