Divisha S
Collaboration Engineer || ITIL V4 Certified
- Role
- Collaboration Engineer at World Wide Technology
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Divisha S
An experienced Incident Management Specialist with expertise in Cisco IP Telephony, I have a proven track record of delivering exceptional support to clients across various industries. With over five years of experience, I have consistently demonstrated a strong commitment to resolving complex issues and ensuring customer satisfaction.Currently, I am working at World Wide Technology as a Collaboration Engineer, supporting clients such as SSM and Muscogee. In this role, I focus on delivering advanced collaboration solutions and ensuring seamless communication services for end users.In my most recent position prior to this, I served as a Specialist in Cisco IPT Operations Services at HCL Technologies, providing end-to-end VoIP support for Bank of America. My responsibilities included configuring Cisco VoIP phones in CUCM and managing a broad range of telephony technologies. I possess in-depth knowledge of Cisco Unified Communications Manager (CUCM), Cisco Unity, UCCE/UCCX (CUIC, CCMP, CIMC basics), VoIP protocols, alarms, RTMT monitoring, voice gateways, call flows, debugging, SRST implementation, and IOS uploads and upgrades. I also have hands-on experience in both incident and change management.Previously, as a Cisco Voice and Unified Communication Specialist in the VOC CTS2 Team at Orange Business Services, I provided Level 2 support to several high-profile global clients, including A.P. Moller-Maersk, GlaxoSmithKline, PricewaterhouseCoopers, 3M, Danone, Heineken, Singapore Airlines, and Hapag-Lloyd. I handled multiple troubleshooting calls daily, coordinated with relevant teams for incident escalation and resolution, and implemented both simple and complex changes.Throughout my career, I have demonstrated a strong commitment to fostering safe working environments, achieving organizational objectives, and continuously improving customer perception, trust, and satisfaction—even during crisis situations. A strong advocate for operational rigor and compliance, I am passionate about incident management and believe in the power of collaboration and teamwork to drive success.In addition to my technical skills, I hold a Foundation Certificate in IT Service Management (ITIL 4 Edition).Overall, I am a driven Incident Management Specialist with the technical expertise and customer-first mindset necessary to thrive in dynamic, fast-paced environments. I am actively seeking new opportunities where I can leverage my skills and experience to help organizations achieve their goals through outstanding incident management.
Experience
Collaboration Engineer
May 2025 — Present
Education
GLA University
Bachelor of Technology - BTech Honours, Electronics and Communications Engineering
2016 — 2020
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