DILSHAD SIDEEQHA

Global Support Engineer

CONDE NAST

Chennai

08.2022 - Current

Monitored and managed alerts across servers, networks, and infrastructure devices (including UPS and high-temperature alerts) using SolarWinds and ServiceNow, ensuring timely escalation and coordination with relevant teams for resolution.
Handled user requests and L1 tickets by categorizing, prioritizing, and escalating alerts to the next support level in alignment with ITIL best practices.
Supported incident and change management activities, including server patching and reboot scheduling.
Contributed to knowledge documentation, ensuring compliance with process governance requirements for operational efficiency.
Collaborated with senior teams on automation initiatives to improve service dashboard visibility and user experience.
Gained familiarity with ITSM processes by working on incident-related alerts and user requests, and supporting Change Management activities performed by the server team (patching), the network team, and vendor maintenance changes.
Managed and escalated technical support cases, contributing to improved resolution times and client retention.
Collaborated with cross-functional teams to address and resolve global support challenges, ensuring seamless service delivery.
Resolved complex technical issues as a Global Support Engineer, enhancing customer satisfaction and operational efficiency.
Handled and resolved L1-level incidents and service requests via ServiceNow, ensuring timely response, accurate categorization, and adherence to defined SLAs. Coordinated with higher-level support teams for unresolved issues, maintained clear documentation, and contributed to improving incident resolution efficiency and user satisfaction.
Gained theoretical knowledge of additional ITIL practices beyond Incident and Change Management, including Problem, Request, Knowledge, and Service Level Management.

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