Thushan Navaratne

About Thushan Navaratne

Experienced and enthusiastic leader with a demonstrated history of working in the…

Experience

1. Senior Manager - Strategic Transformation & Process

   Sysco

   Aug 2020 — Present

   Successfully transform the Sysco IT organization by delivering best practices supporting Service Management and overall Service Delivery. · Works with cross-country counterparts to ensure there are consistent enterprise processes and strategies within the organization for the management of incidents, problems, change, and other service management functions. · Develops, implements and maintains core Sysco IT Service Management processes within ServiceNow including but not limited to: Incident, Problem, Change, Event, Knowledge, Request, CMDB, Discovery, and Service Portal. · Evaluate Sysco technology workflow processes, remediate gaps in operational processes, and provide ongoing optimization recommendations and documentation. · Drives thorough discussions of incidents resulting in the creation of preventive measures and corrective measures to maximize resiliency and ensures follow-ups are completed in a within defined SLAs. · Implements and manages processes and controls that assure maximum uptime and quick service to the Sysco associates continually improving the Sysco infrastructure and operations. · Partners with Sysco Technology Operations Infrastructure and Platform teams to continuously enhance CMDB, optimize enterprise application monitoring and alerting, and implement large, highly complex processes and/or business-critical workflows. · Partners with Sysco IT leaders and process owners to define and deliver the ServiceNow Platform roadmap, advancing capabilities such as Machine Learning, Predictive Analytics, Predictive Intelligence, Process Automation, Virtual Agent, etc. to drive efficiency across the organization. · Manages and leads a teams of highly skilled technology professionals by creating a culture of empowerment, accountability and transparent communication. · Establishes key operational metrics based upon ITIL/ITSM best practices to provide continuous improvement of IT service delivery and data-driven decision-making.

Education

• Coventry University

  Bachelor of Science in Electrical and Electronic Engineering, Electrical and Electronics Engineering

  2011 — 2014

• Gateway College Kandy

  Maths

  2000 — 2012

• University of West London

  Master of Business Administration (M.B.A.) with Project Management Professional, Business Administration and Management, General

  2016 — 2017

Skills

• Reporting & Analysis
• Teamwork
• Hardware Installation
• Capacity Planning
• Html
• Application Support
• Resource Management
• Customer Success
• Business Analysis
• Mac Os
• Call Monitoring
• Java
• Management
• Couchdb
• Linux
• Unix
• Microsoft Excel
• Microsoft Office
• Troubleshooting
• Hardware Support
• Project Management
• C++
• Decision-Making
• Networking
• Team Leadership
• Mysql
• Strategic Planning
• Technical Support
• Time Management
• Javascript
• Customer Service
• Hardware Diagnostics
• Training
• Customer Relationship Management (Crm)
• Customer Support
• Network Troubleshooting
• Leadership
• Testing
• Team Management
• Sql