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CHARITH KUMARASINGHE

@charithkumarasinghe

Technical Support Engineer at Swarup supporting cloud-connected production software, with 99.9% uptime and incident resolution time cut by 50%.

Germany

Message

At Swarup, I provide escalation-level support for software in cloud-connected industrial production environments. I use Prometheus, Grafana, and CloudWatch to monitor performance and analyze errors, cutting incident resolution time by 50% while sustaining 99.9% uptime.

At Virtusa / British Telecom / Citi Bank, I supported business-critical ERP, CRM, and enterprise systems, resolving 95% of escalated incidents within a 2-hour SLA. I designed ServiceNow workflows for incident, problem, and change management, and helped transition British Telecom's Global Sales platform to in-house systems ahead of schedule with zero customer-facing downtime.

Experience

Work history, roles, and key accomplishments

Current

DevOps Engineer

Current

Swarup

Jan 2022 - Present (4 years 9 months)

Provided escalation-level technical support and reliability for software in cloud-connected industrial production environments. Led root cause analysis with engineering and product teams, and built monitoring dashboards and automation to improve uptime and reduce deployment failures.

Prometheus Grafana Cloudwatch Python Shell REST APIs Linux AWS Incident Management Root Cause Analysis Automation Documentation

Senior Consultant & Incident Manager

Virtusa

Jan 2013 - Dec 2022 (9 years 11 months)

Provided L2/L3 application support and technical escalation for business-critical ERP, CRM and enterprise systems for global clients including British Telecom and Citi Bank. Designed ServiceNow workflows for incident, problem and change management, and led root cause analysis with R&D and product teams.

ServiceNow ITIL Incident Management Problem Management Change Management SLA Management Linux RHEL CentOS ERP CRM Root Cause Analysis Run Books Knowledge Base

Full-Stack Developer

Webcraftcreations

Jan 2010 - Dec 2013 (3 years 11 months)

Built and maintained commercial web applications using Python (Flask), PHP and REST APIs. Gained hands-on experience in application debugging, software-hardware integration and structured problem-solving in production environments.

Python Flask PHP REST APIs Web Development Debugging Problem Solving