Summary
Overview
Work history
Education
Skills
Websites
Certification
REFERENCE
CLOUD & DEVOPS PROJECTS
Affiliations
Accomplishments
Languages
References
Timeline
Generic

DON SHANAKA PATHIRANA

Coventry,United Kingdom

Summary

Experienced IT Support professional with 10+ years delivering first and second line support in fast-paced, technical environments. Strong troubleshooting and problem-solving skills with deep understanding of systems, processes, and user needs. Proven ability to manage high volumes of support requests, provide excellent customer service, and support Microsoft-based environments. Skilled in handling incidents, prioritising workloads, and delivering clear technical guidance to users at all levels.

Overview

11
11
years of professional experience
1
1
Certification

Work history

Senior Analyst - Operational Support Change, Capital Market Operations

London Stock Exchange Group (LSEG)
2022.06 - 2023.11
  • Supported senior escalation for L1/L2 incidents to facilitate swift resolution of critical financial platform issues.
  • Assisted in automating workflows and deploying daily checks in Control-M using Jenkins and CI/CD pipelines.
  • Monitored systems proactively with Datadog and Control-M to identify anomalies and mitigate potential outages.
  • Aided in major incident management by coordinating cross-functional teams for effective service restoration.
  • Conducted root cause analysis and post-mortems to implement solutions reducing recurring incidents.
  • Facilitated incident, problem, and change processes aligned with ITIL best practices.
  • Helped in building and optimising monitoring dashboards, alerts, and metrics to enhance observability.
  • Collaborated with development teams during releases and deployments to ensure smooth delivery.
  • Managed multiple high-priority incidents in a dynamic environment.

Analyst - Operational Support, Capital Market Operations

London Stock Exchange Group (LSEG)
2020.09 - 2022.06
  • Assisted with second line support in a 24/7 environment.
  • Identified and resolved application and system issues.
  • Collaborated with users and technical teams to address incidents.
  • Updated documentation and supported process improvements.
  • Utilised ticketing systems to monitor and manage issues.

Customer Support Executive - Digital Payments & Merchant Services

Hitachi Digital Payments Solution
2018.06 - 2020.09
  • Provided advanced second line support for critical systems, managing high volumes of incidents.
  • Acted as escalation point for complex technical issues, ensuring timely resolution.
  • Troubleshot system, application, and infrastructure issues across Microsoft and Linux environments.
  • Managed and prioritised multiple support tickets in line with SLAs.
  • Delivered clear communication to stakeholders and users.
  • Supported monitoring tools and proactively identified system issues.

Senior Client Services Executive

Adelanka (Pvt) Ltd
2013.03 - 2018.06
  • Delivered first line support and handled customer enquiries.
  • Troubleshot system issues and escalated when required.
  • Maintained strong customer relationships and service quality.
  • Worked under pressure to meet SLAs.

Education

BSc (Hons) - Computing

Wrexham Glyndwr University
United Kingdom

Pearson BTEC HND - Network Engineering

IDM Campus

Diploma - Information Technology

Siksil Institute of Information Technology

Skills

  • First & Second Line IT Support
  • Microsoft Technologies (Windows Server, Office 365)
  • Incident & Problem Management (ITIL)
  • Troubleshooting & Root Cause Analysis
  • Customer Service & User Support
  • Ticketing Systems (ServiceNow, Jira)
  • Remote Support & Helpdesk Environments
  • Hardware Support & IT Equipment Handling
  • Time Management & Working Under Pressure
  • Communication & Stakeholder Management

Certification

  • ITIL v4 Foundation.
  • Microsoft Certified: Azure Fundamentals.
  • Control-M Basics & Jenkins Fundamentals (internal training)
  • Warranted Scout Leader.

REFERENCE

  • Nicolay, Parashkevanov, Director – London Stock Exchange, Nicolay.Parashkevanov@lseg.com, +44 7907 948148, London Stock Exchange
  • Daniel, Seaton, Senior Manager – London Stock Exchange, Daniel.Seaton@lseg.com, +44 7880 174171, London Stock Exchange

CLOUD & DEVOPS PROJECTS

Built CI/CD pipelines using GitHub Actions for automated application deployment., Deployed and managed Linux virtual machines in Microsoft Azure., Created infrastructure using Terraform for compute and networking resources., Practised Kubernetes fundamentals including pods, deployments, and services.

Affiliations

  • Hiking and camping, with a strong interest in exploring nature and outdoor environments.
  • Nature photography, capturing landscapes and outdoor experiences.

Accomplishments

BP awarded Rover Scout.

Languages

English
Fluent

References

References available upon request.

Timeline

Senior Analyst - Operational Support Change, Capital Market Operations

London Stock Exchange Group (LSEG)
2022.06 - 2023.11

Analyst - Operational Support, Capital Market Operations

London Stock Exchange Group (LSEG)
2020.09 - 2022.06

Customer Support Executive - Digital Payments & Merchant Services

Hitachi Digital Payments Solution
2018.06 - 2020.09

Senior Client Services Executive

Adelanka (Pvt) Ltd
2013.03 - 2018.06

Pearson BTEC HND - Network Engineering

IDM Campus

BSc (Hons) - Computing

Wrexham Glyndwr University

Diploma - Information Technology

Siksil Institute of Information Technology
DON SHANAKA PATHIRANA