Open to work
Dilini Karunanayake
Wiley Global Technology PVT
Farnborough,united kingdom
Work preference
Job search status:
Open to workDesired job title
Application Support ManagerWork Type
Full timeLocation preference
HybridLocation:
Farnborough, united kingdomOpen to relocation:
YesImportant to me
Career advancementWork-life balanceCompany cultureFlexible work hoursPersonal development programmesSummary
IT service management and application support professional with 10+ years supporting enterprise applications and global customers. Leads a team of 26 across Sri Lanka, Brazil, and Jordan. Manages service performance, coordinates major incidents, and drives resolution of recurring problems. ITIL Foundation-qualified with a focus on practical support process improvement.
13
Years of professional experience
9
Collaborated with teams across different locations
6
Led software support teams, providing technical guidance.
7
Contributed technical expertise across projects,
Work history
Software Support Engineering Manager
2 Years 2 Months- Led team of 26 across Sri Lanka, Brazil, and Jordan daily operations.
- Monitored SLAs, KPIs, ticket queues, and backlogs for service gaps.
- Guided complex incidents and service requests through root-cause investigations daily.
- Resolved recurring problems by agreeing actions with stakeholders to prevent repeats.
- Coordinated with development, product, and business teams after each release.
- Improved handover between development and support using structured follow-ups.
- Reviewed support processes and introduced automation to cut manual work.
- Managed recruitment by identifying and selecting candidates for the right roles.
- Coached and mentored new team members to close knowledge gaps.
- Conducted performance reviews and set team objectives for year-end assessment.
- Organised workshops in Jordan and Brazil for L2 cross-training sessions.
Software Support Lead / Team Lead
1 Year 6 Months- Tracked SLAs and KPIs to keep support delivery aligned to service standards.
- Led 5 team members in local team in Sri Lanka.
- Managed critical incidents and technical escalations to limit disruption.
- Led incident, service request, problem, and change management activities.
- Worked with technical teams to identify causes of recurring issues.
- Coordinated releases and application transitions, then checked production readiness.
- Arranged knowledge transfer and improved day-to-day workflows with teams.
- Mentored colleagues and assigned responsibilities based on skills and business needs.
Senior Engineer
1 Year 9 Months- Supported application transitions.
- Managed ticket around 50 per day for global customers and increased the service reliability.
- Built dashboards to track application performance and spot recurring issues.
- Updated Confluence knowledge articles, runbooks, and operating procedures regularly.
Associate Consultant
3 Years 7 Months- Raise change requests and coordinate releases activities.
- Coordinate deployments and perform deployment tasks on on-prem servers.
- Coordinated project timelines, ensuring timely deliverables without compromising quality.
- Analysed complex data sets for insightful business projections.
- Lead RCA and PR fixes with L3 collaboration to reduce issues.
Associate engineer / Engineer
2 Years 1 Month- Resolved incidents and handled service requests for global clients including British Telecom and CSG International.
- Set up server alerts and monitored systems using ELK/Kibana and Zabbix.
- Performed server patching, system upgrades, and live-data updates using SQL.
Trainee
8 Months- Improved network reliability through OSPF and EIGRP routing, switching, and OpenNMS monitoring.
Education
Bachelor of Science - Information Technology
ITIL Foundation Certificate - IT Service Management
Skills
Service management and ITIL practices
Incident and request management
Problem and change management
Major incident management
Release management
Stakeholder management
Technical escalation management
Cross-functional coordination
People management
Resource planning
Recruitment processes
Coaching and knowledge transfer
Linux
SQL
WebLogic
ServiceNow
JSM
Jira
Remady
Bridge Clarify
Confluence
Lucid charts
Splunk
Kibana
Dynatrace
Zabbix
Python
Bash
Power Automate
Claude Microsoft Copilot
Microsoft office
Workday
Workday
Affiliations
- Traveling & play online games
Accomplishments
Five-Year Excellence award | 2026
Excellent Performance Rating | 2023 and 2024
Best Client Delight Index Award | 2017
BT People's Award - British Telecom Javelin ASM | 2016
Certification
Transformational Leadership Skills Bootcamp | SLASSCOM Academy | 2024
CCNA Academic Modules: Routing, Switching and Network Fundamentals
Computer Certificate Course | National Institute of Business Management
Languages
English
Fluent
References
References available upon request.
Timeline
Software Support Engineering Manager
Wiley Global Technology PVT
07.2024 - 09.2026
Software Support Lead / Team Lead
Wiley Global Technology PVT
07.2022 - 01.2024
Senior Engineer
Wiley Global Technology PVT
10.2020 - 07.2022
Axelos Global Best Practice
ITIL Foundation Certificate from IT Service Management
10.2017
Associate Consultant
Virtusa PVT
03.2017 - 10.2020
Associate engineer / Engineer
Virtusa PVT
03.2015 - 04.2017
Trainee
Sri Lanka Telecom PLC
03.2014 - 11.2014
Sri Lanka Institute of Information Technology
Bachelor of Science from Information Technology
11.2010 - 11.2014