RUSIRU
GURUGE

Based in Rotterdam and working globally in a remote delivery model, I lead 2nd-line terminal systems support while contributing to consulting, software upgrades, project delivery, and operational improvement initiatives across port and terminal environments.

• Act as Team Lead – 2nd Line Support, coordinating distributed support teams across Vienna, Rotterdam, and Colombo to maintain service quality and SLA adherence.
• Serve full-time as a contracted 2nd Line Help Desk Expert for Hadarom Container Terminal, Port of Ashdod, Israel, supporting TBA NextGen in a semi-automated terminal environment.
• Work within an ITIL-aligned service framework, applying Incident, Problem, Change, and Major Incident Management practices.
• Lead and support high-severity incident resolution, root-cause analysis, and post-incident reviews with terminal operations and vendor engineering teams.
• Support automation integrations, emulation, simulation, and performance or stress testing activities related to the TBA NextGen autostore project.
• Use SQL, Grafana, and Kibana for operational analysis, monitoring, and troubleshooting across TOS and integrated platforms.
• Mentor 2nd-line engineers to improve escalation quality, service ownership, and operational maturity.
• Manage software upgrades and IT project delivery for port and terminal operations alongside core support responsibilities.
• Conduct end-user assessments and implement IT solutions aligned with operational requirements.
• Produce IT specifications, functional documentation, defect analysis, business cases, and structured improvement reports supporting security, resilience, and delivery outcomes.

Held a dual role that combined support operations leadership for terminal systems with business development responsibilities, helping customers using Navis Terminal Operating System while expanding the company’s service footprint.

• Led and managed the help desk and application support team for terminal operations, ensuring stable day-to-day system availability.
• Oversaw incident management, prioritization, escalation, and customer communication as the primary operational point of contact.
• Supported production systems, testing cycles, and operational improvements across terminal environments using Navis TOS.
• Coordinated closely with terminal operations and IT teams to reduce disruptions and improve service quality.
• Drove business development initiatives alongside operational responsibilities, using technical expertise to support customer acquisition.
• Led client engagement activities including requirement analysis, solution demonstrations, and proposal preparation.
• Contributed to onboarding new customers and expanding existing terminal system support contracts.

Worked as a Software Engineer supporting solutions for the Colombo Terminal, building a strong technical base in enterprise systems, integrations, testing, application delivery, and lifecycle management.

• Designed, developed, and deployed software solutions supporting logistics and marine industry requirements.
• Worked closely with product owners, designers, and QA teams to deliver high-quality applications within defined timelines.
• Developed web-based applications, integrated APIs with Navis N4, and implemented server-side functionalities.
• Supported system testing, defect analysis, and test planning, contributing to stable and reliable releases.
• Created technical and training documentation to support internal teams and end users.
• Applied full software development lifecycle practices that later supported roles in Terminal Operating Systems, automation projects, and 2nd-line support.

Provided technical and project support for large-scale port and terminal IT initiatives during early stages of terminal system modernization, with focus on coordination, reporting, and structured delivery support.

• Supported IT project coordination activities for the Colombo Port System Development program, helping ensure structured execution and timely delivery.
• Assisted in technical studies, data analysis, and system evaluations to identify improvements and resolve operational issues.
• Prepared project reports, documentation, and plans to support management decision-making.
• Maintained technical documentation and databases, ensuring data accuracy and traceability.
• Facilitated communication between technical teams, operations, and stakeholders to support project objectives.