Mahesh Sunka

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

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