Venkat Nama

System Engineer (Technical Support Engineer – Splunk Administrator)

IOPEX Technologies

Dec 2024 - Present

Triaged and resolved 100+ complex Splunk Cloud and Enterprise production cases — analyzing diagnostic logs, metadata, scheduler.log, metrics.log, and splunkd.log to identify root causes across search execution, data onboarding, dashboard analytics, and clustering issues while maintaining 100% SLA adherence. Replicated 30+ customer-reported platform issues in lab and staging environments, enabling root-cause analysis for defect identification and documenting root cause findings and remediation steps in Confluence as reusable knowledge base articles — contributing to a measurable reduction in repeat case escalations and MTTR under 9 days. Onboarded data sources via Universal Forwarders (UF), Heavy Forwarders (HF), and HTTP Event Collector (HEC); diagnosed and resolved ingestion failures using pipeline analysis and forwarder diagnostics, restoring data flow to production within agreed SLA windows. Investigated indexing delays, parsing issues, and event latency by analyzing ingestion pipelines, configuration settings, and platform metrics, improving data reliability and search accuracy across customer deployments. Developed and optimized SPL queries, dashboards, and alerting workflows to improve incident detection and operational visibility; used basic shell scripts to automate repetitive operational tasks such as log rotation checks and case pre-screening. Managed Splunk knowledge objects — field extractions, lookups, saved searches, macros, and dashboards — across distributed environments; raised JIRA tickets for defects and enhancements, and maintained runbooks using Git for version-controlled documentation. Analyzed network connectivity issues using Linux utilities and Wireshark packet captures, identifying forwarding and communication failures affecting data ingestion pipelines across distributed environments. Authored 15+ knowledge base articles, troubleshooting guides, and SOPs in Confluence covering data onboarding, field extraction patterns, and vulnerability and threat management aware monitoring use cases — documenting technical findings with clear remediation steps.