Open to opportunities

Lakmi Dharmawardhana

@lakmidharmawardhana

Experienced in application support, customer service and project management for ASM projects. Excellent at problem solving and incident management.

Norway

Message

What I'm looking for

I'm looking to restart my career in Oslo in application support, service management, delivery, or data-focused work, where I can improve customer operations, resolve incidents, monitor service performance, and continue developing Power BI and Norwegian skills.

I've supported international customers across Europe, the USA, and Asia through application support and service management roles. My work covers customer queries, service requests, incident handling, change requests, master data, troubleshooting, and SLA monitoring.

At eBuilder Technology Centre and Parcelhouse Technology Centre, I provided first-line and second-line application support through phone, email, chat, and JIRA. I used Microsoft Excel and MS SQL Server for data analysis, troubleshooting, incident resolution, master data management, and reporting.

As the Support Manager at eBuilder, I led the Sri Lankan support department and expanded service coverage from 12x5 to 24x7. I grew the team from 10 to 35 employees, reduced incident resolution time through close SLA monitoring, and contributed to JIRA administration and training.

At Virtusa, I managed project delivery, project transition, and service management responsibilities for two projects spanning three countries and more than 30 employees. I'm now restarting my career in Oslo, building Power BI capability, preparing for Microsoft PL-300, and developing my Norwegian language skills.

Experience

Work history, roles, and key accomplishments

Current

Settling in Oslo and preparing to restart career

Current

Personal

Jul 2024 - Present (2 years 2 months)

Attended networking events, volunteered at Oslo Innovation Week, and participated in job seeker courses. Currently learning Norwegian and Power BI to prepare for career restart.

Networking Volunteering Norwegian Language Power BI

Career Break

Personal

Jul 2015 - Jun 2024 (8 years 11 months)

Planned career break to focus on family responsibilities, including child upbringing and household management.

Manager, Delivery Management

Virtusa Pvt Ltd

Mar 2014 - Jul 2015 (1 year 4 months)

Performed three roles simultaneously as Project Manager, Transition Manager, and Service Manager. Managed two projects with over 30 employees across 3 countries, coordinated deliverables, and produced KPI, SLA, and trend analysis reports.

Project Management Transition Management Service Management PMP KPI Reporting SLA Management Budget Management Stakeholder Management

Support Manager

eBuilder Technology Centre Pvt Ltd

Jun 2008 - Feb 2014 (5 years 8 months)

Headed the Support Department in Sri Lanka, managing customer support operations for SaaS companies across multiple regions. Expanded service from 12x5 to 24x7, grew team from 10 to 35, and reduced incident resolution time by monitoring SLAs.

Service Management Team Leadership SLA Management Jira Administration Incident Management Recruitment Performance Management

Support Engineer / Senior Support Engineer / Team Leader

eBuilder Technology Centre Pvt Ltd

Sep 2003 - May 2008 (4 years 8 months)

Provided 1st and 2nd line support for international customers, using MS Excel, MS SQL Server, and JIRA for troubleshooting, incident management, and SLA maintenance. Also performed proactive monitoring and documentation management.

Excel MS SQL Server Jira Incident Management SLA Management Troubleshooting Documentation

Education

Degrees, certifications, and relevant coursework

Coursera

Power BI Data Analyst Professional Certification, Data Analysis

2026 - 2026

Completed the Power BI Data Analyst Professional Certification course on Coursera in 2026.

ITIL

ITIL, IT Service Management

2012 - 2012

Completed the ITIL course in 2012.

PMP

PMP, Project Management

2011 - 2011

Completed the PMP course with 35 hours of training in 2011.

University of Moratuwa

Master of Business Administration in IT, Information Technology

2007 - 2008

Master of Business Administration in IT (MBA in IT) from the University of Moratuwa, Sri Lanka, from 2007 to 2008. Research focused on the dearth of IT professionals for application support roles.