ABOUT ME

Akila Umayanga

Technical Support &
Security Engineer

With 4+ years of experience managing enterprise infrastructure and cloud environments. Proven expertise in L1/L2 Incident Management achieving 90% First Call Resolution, troubleshooting complex software and system issues while consistently meeting strict SLAs and Security (Fortinet/pfSense Firewalls, WAF, SIEM).

Proven track record of managing 500+ monthly tickets, executing system patch management, and authoring technical SOPs. Skilled in bridging the gap between end user support and backend engineering, ensuring high system availability while maintaining ISO 27001 compliance.

SKILLS OVERVIEW

Technical

Monitoring (Elastic/Cynet), Firewalls (FortiGate, pfSense, Sophos), Web Defacement Protection, ITIL, Patch Management, SSL/TLS, DNS, WAF (Safeline, Radware, Imperva), Backups, DHCP, Huawei/Orel Cloud, JIRA.

Soft Skills

Work Under Pressure, Analytical Thinking, Problem Solving, Team Working, Time Management.

Languages

English, Sinhala

MY JOURNEY

Associate Information Security Engineer

2025 - Present

OREL IT (PVT) LTD

Assisted in the deployment and configuration of security solutions such as WAF, firewall, and SIEM in cloud.
Contributed to Proof of Concept (POC) for evaluating web app protection and threat detection capabilities.
Prepared Standard Operating Procedures and documented security processes to ensure consistency and compliance.
Supported the implementation of new Information Security controls, policies, and procedures.
Responded to security incidents by working closely with engineering and cloud teams to investigate alerts and apply corrective actions.

Associate Application Support Engineer

2023 - 2025

OREL IT (PVT) LTD

Provided tier 2/3 technical support for enterprise applications and cloud services, achieving 90%+ first day resolution rate.
Coordinated with DevOps, Cloud, and System teams to address advanced technical issues.
Monitored, investigated and resolved 15+ security alerts per month using Kibana and Cynet XDR.
Handled support tickets in JIRA and maintained clear communication with users.
Worked under ISO 27001:2002 ISMS and ISO 27701:2019 PIMS, ensuring compliance with security standards.

Application Support Assistant

2022 - 2023

OREL IT (PVT) LTD

Handled Level 1 application support processing 200+ monthly tickets, troubleshooting user issues.
Assisted engineering teams by collecting logs, testing fixes, and documenting root cause summaries.
Created and maintained technical documentation to support knowledge sharing.
Maintained service desk documentation for repetitive issues and resolutions.

Trainee Application Support Assistant

2021 - 2022

OREL IT (PVT) LTD

Delivered basic application support for internal teams and learned escalation workflows.
Worked with senior engineers to troubleshoot escalated issues.
Developed clear technical documentation to support knowledge sharing.