Dialog is one of the telecommunication service providers in Sri Lanka. Dialog branches are located all around the country and the head office is located in Colombo where I joined. The motto of the company is "The Future, Today".
As a fresh graduate, I joined Dialog in February 2019. I was a Value Added Service Engineer in the Group Technology team. Over the first year, I learned about many corporate cultures and new technologies that are required by the position.
As a national telco service provider, Dialog is considered a national service hotspot and we were trained to be extra cautious with our actions. We were regularly tested and assigned training related to social engineering and cyber security in addition to the regular operational work.
First Day @ Dialog
This working environment helped me to get the required skills for handling critical systems and being a responsible professional in general. After 2 years, I internally changed the team and joined the Fintech operation team as a DevOps specialist. In both positions, I had to deal with critical systems with sensitive customer information. My opinion is that being as vigilant as possible is the key to avoiding social engineering attacks and attention to detail and being responsible for your actions leave less room for failure.
I had this position during the COVID-19 pandemic, so there were not much of social activities organized by the company due to the restrictions. This is the time I was introduced to the WFH, the new norm of working.
Services
Operations Governance
Coordinate different teams to set up hosting environments for applications.
Conduct infra-structural changes to achieve minimum downtime of services.
Review the scope of work from internal stakeholders and technical proposals from external vendors.
Conduct load tests, and vulnerability tests before the production rollout and analyze the results.
Ensure the active/passive standby systems are functioning properly.
Conduct UAT tests to represent the company.
Represent the company as the technical body of the company when dealing with external stakeholders.
Establish system health monitoring systems.
Operations and Maintenance
Automat report generation based on the business operation requirements.
Review and coordinate change requests based on business requirement changes.
Expansion of Computational/Network resources based on demand.
Troubleshoot and recover production systems with targeting to reduce downtime.
Automate report generation based on system operation requirements.
Use behavioral data analysis to identify trends to point out new business opportunities.
Identify abnormal statistical trends to find possible profit losses.
Define SLAs and follow up on SLAs where applicable.
Coordinate with internal and external teams for operational troubleshooting and maintenance purposes.
Provide technical knowledge and guidance to other internal or external teams for integrating other systems to use the services provided by the products.
Troubleshoot integrational problems with external systems and provide recommendations.
Define and deploy monitoring, metrics, and logging systems and utilize monitoring tools to find problems, resolve and/or escalate to development as appropriate
Provide RCA (Root Cause Analysis) for incidents and escalate for development as appropriate or improve the system architecture. Update the monitoring metrics for early detection of such incidents.
Responsible for solving issues utilizing multi-tasking skills, with a creative and flexible attitude to get the support of other stakeholders and perform at an exceptional level
Ensuring company standards are met for system security
Check the compliance with external vendors and whether the application development lifecycle is according to the company standard.
Check the applications for vulnerability assessments and penetration tests.
Implement minimum security requirements according to the cyber security team on application hosting environments.
Assist periodic company security audits and maintain proof of implementation to ensure the operations are maintained at accepted standards
Research on new technology and technology trends
Use Data science methods to analyze customer trends and abnormal behaviors. Adapt ML technologies to generate business insights.
Managing Customer Complain and Improvement
Guide complaint management team to provide customer complaint resolution
Finding root causes for repetitive issues while complying with SLAs.
Leading both short-term and long-term resolution implementations to minimize the issues and provide sustainable solutions
Skills
Service Certificate
A snip of the service letter can be found below.
Contact to request a copy