Haritha FONSEKA

• Accountable for managing a diverse portfolio of 60+ applications (such as ServiceNow, Jira, Confluence, Microsoft suite – SharePoint, Teams, Power Platform, Dynamics CRM and several Bespoke, COTS & SaaS based) supporting 10K+ IT users with annual operational budget of $3M+, overseeing their full lifecycle from strategy planning to day- to-day operations within the Applications Portfolio. Additionally, accountable for Application Lifecycle Management Service for Downer Group applications. Led a team of 3 direct reports and 30+ indirect reports (Onshore & Offshore).

Key Achievements

• Service Delivery IT Operations: Managed the delivery of IT services, ensuring the stability, security, and performance of all applications and its infrastructure, to meet established Service Level Agreements (SLAs) and customer expectations. Spearheaded multiple successful system migrations and upgrades, enhancing system capabilities and security. Implemented innovative IT solutions and service improvements, significantly improving user satisfaction and operational efficiency, resulted in achievement of 99% service uptime, over 99% SLA compliance, reduction of support tickets & cost by 40% and resolution time by 35% in 2 years.
• Program & Project management: Led the strategy planning and execution for applications within the Portfolio in consultation with architecture, security, data, Infrastructure & Partners. Built a high performing DevOps team by introducing Agile methodologies,consistently delivering against Cost, Time and Quality. Led the end-to-end projects for new app development, such as Rewards and Recognition, Learning & Development. Key stakeholder for programs such as Applications remediation and rationalisation, Data Centre re-location, Cloud migration, Disaster Recovery setup.
  Lifecycle management: Established and led Lifecycle management Service aligned to Gartner Framework. Generated a forecast of technology obsolescence, risk identification, funding requirements, key projects to mitigate, and opportunities for simplification and standardisation. Reduced the risk exposure by 40% in Year1. Successfully decommissioned 20+ legacy apps leading to improving the cyber security profile.
• Security and Risk management: Led the implementation of Essential 8 and ISO 27001 framework controls for in-scope assets within the portfolio. Conducted a comprehensive risk assessment to identify vulnerabilities and prioritised remediation efforts.Collaborated with cross-functional teams to implement key mitigation strategies, such as regular patching, technology upgrades and user application hardening, thereby strengthening the overall security posture.
• Operational governance: Engaged internal & external stakeholders to deliver outcomes through facilitation, collaboration, influence and expectation management. Implemented effective governance frameworks, enhancing operational efficiency and service delivery effectiveness.

Full stack web application development in Meteor JS using a variety of technologies, including HTML5, JavaScript, Blaze.js, Bootstrap, Semantic UI, CSS, ViewModel, MongoDB, and Node.js.

• System administrator for SharePoint and Salesforce.

Key Achievements.

• Designed 80+ eForms, including requirement gathering of end-to-end business processes, and automated 10+ business functions, including system integrations to ServiceNow.
  Implementation of the Online Food Compliance System, which was used in over 350 food processing facilities across Australia and New Zealand.
• Designed and implemented workflows, automation, and data migrations in Salesforce, as well as in SharePoint Online.

Performed various roles, starting as a Developer and Support Analyst, and progressed through to Team Lead,
working on various projects and initiatives.

Key Achievements

• Service Delivery: Managed the IT Application Services and the delivery of services in line with KPIs.
  Customer Relationship and Stakeholder Management: Established strong relationships with stakeholders, achieving a 99% customer satisfaction score by connecting with customers and helping them achieve development plans, schedules, and project outcomes.
  Governance: Managed and delivered weekly status reports and review meetings with customers, providing consistent updates, and ensuring service delivery excellence.
  Project Management: Managed end-to-end life cycles for various projects, successfully delivering project services through SDLC from inception to closure using methodologies such as Waterfall and Agile.