Mahesh Sunka

IT professional with 4 years of overall experience, including hands-on Splunk administration centralized log management, Universal Forwarder, indexer, search head, deployment server administration, dashboarding, and performance tuning and 2+ years supporting ServiceNow ITSM incident management, RCA, and ITIL v4 process. Comfortable operating across the L2 support stack: infrastructure health monitoring, root cause analysis, escalation handling, and cross-team coordination for log source onboarding and validation.

Strong

Linux systems background (user, access management, file systems, SSH, security hardening) that underpins day-to-day Splunk platform administration.

Senior Systems Associate at Infosys (2021-06 – 2022-12)

• Implemented centralised log management using Splunk Enterprise, enabling real-time monitoring and analysis of log data across multiple business systems and environments.
• Installed, configured, and maintained Splunk Universal Forwarder across distributed hosts for consistent, reliable log collection into the indexing tier.
• Administered core Splunk infrastructure components indexers, search heads, and deployment servers supporting a distributed, multi-tier deployment.
• Monitored indexer and search head health on an ongoing basis to maintain high availability, data integrity, and consistent search performance across the environment.
• Managed deployment server configurations to push app and add-on updates consistently across forwarder fleets, reducing manual per-host configuration effort.
• Designed and built interactive dashboards and scheduled reports in Splunk to give operations and business stakeholders visibility into system health and trends.
• Developed and refined SPL searches and alerts to surface operational issues proactively rather than relying purely on reactive ticket-driven monitoring.
• Performed performance tuning and capacity planning across the Splunk environment to support scalability and efficient resource utilisation as data volumes grew.
• Configured TCP/UDP network inputs to ingest syslog data from network devices, extending log coverage beyond standard forwarder-based sources.
• Partnered with application and infrastructure teams to onboard new log sources, validating data quality and field extraction after ingestion.
• Deployed and administered Linux-based systems in a cloud environment, including file system layout, disk partitioning, and directory permission structures.
• Administered user and group access on Linux hosts, applying least-privilege principles to control and secure system access.
• Established secure remote connectivity using SSH and key-based authentication, and maintained system configuration files using standard Linux tools such as Vim.
• Conducted regular system backups and applied security hardening measures enforcing password policies, disabling unused services, and monitoring active network connections.

Senior Systems Associate at Infosys (2023-01 – Present)

• Act as first point of contact for application support, monitoring and triaging issues across multiple components of business-critical ServiceNow applications.
• Perform first-line analysis on incoming incident tickets categorising, prioritising by impact and urgency, and routing to the correct resolver group.
• Qualify and pre-clarify incidents by engaging directly with end users to understand the underlying business requirement before escalation.
• Resolve support and administrative incidents independently using documented solution sheets and known-error records; escalate complex cases to the next tier when needed.
• Conduct root cause analysis on recurring incidents, working backward from symptoms to underlying triggers, and recommend permanent fixes rather than repeat workarounds.
• Manage and fulfil Service Requests (RITMs) raised through the Service Catalogue, tracking progress against agreed SLA timeframes.
• Perform proactive monitoring of application health across the ServiceNow platform to flag potential issues before they affect business operations.
• Monitor incident queues and SLA timers directly, managing escalations before breach and communicating status to affected stakeholders.
• Produce recurring ticket and SLA compliance reports using ServiceNow's standard reporting functionality for team and stakeholder visibility.
• Author Knowledge Articles covering recurring incident resolutions, along with End-User Self-Help documentation published on the ITSM portal.
• Run knowledge-transfer sessions with team members to share resolution procedures, troubleshooting approaches, and best practices.
• Support Incident, Problem and Change Management processes in day-to-day work, aligning ticket handling and escalation with ITIL v4 practices.

Bachelors