Pavana Kumar
@pavanakumar
I optimize workforce scheduling, SLA performance, and IT support operations for global clients.
IndiaWhat I'm looking for
I've managed workforce scheduling and support operations for global clients including Airbnb, Hilton Hotels, Lexmark, LG Electronics, Hewlett & Packard, and Airtel.
At Sutherland, I scheduled up to 250 FTE using IEX and Aspect, supported multi-region Hilton teams across Europe, North America, and APAC, and maintained schedules and user access. I also planned multilingual LATAM support teams at Sitel and delivered forecasting, MIS reporting, and scheduling for 250 FTE at Vcustomer.
My background also includes IT help desk support at Unisys, SLA and AHT reporting at IBM Daksh, personal options trading, and pre-PhD accounting and finance research at Mahindra University. I hold an MSc in Management and bring experience in KPI improvement, escalations, capacity planning, and cross-functional support operations.
Experience
Work history, roles, and key accomplishments
Chief Financial Officer Program
IIT Delhi
Jun 2026 - Present (3 months)
Participated in the Chief Financial Officer (CFO) Program from CEP-IIT Delhi, using a Learning Management System (LMS).
Trader
Self Employed
Feb 2023 - Present (3 years 7 months)
Conducted personal trading focusing on Bank Nifty and Equities Options, developing trade strategies based on indicators and historical analysis.
Academic Researcher
Mahindra University
Feb 2025 - Jul 2026 (1 year 5 months)
Conducted academic research in Pre-PhD Accounting & Finance, achieving a combined SGPA of 8.14 across the first two semesters.
Lead Scheduler
Sutherland India Pvt Ltd
Feb 2022 - Dec 2022 (10 months)
Responsible for workforce scheduling for 250 FTE ensuring KPI adherence using IEX for Airbnb client, and managed multi-region scheduling for Hilton Hotels.
Workforce Scheduler
Sitel India Pvt Ltd
Feb 2017 - Dec 2018 (1 year 10 months)
Planned workforce using MS Excel and IEX tool for clients Lexmark Printers and LG Electronics, managing planning and scheduling for multilingual support teams.
Services Support Representative-1
Unisys Global Services India Pvt Ltd
Sep 2010 - Feb 2014 (3 years 5 months)
Provided IT support through phone, chat, and email for Unisys employees, guiding configuration of Active Sync on company-authorized smartphones.
Floor Supervisor
Vcustomer Services India Pvt Ltd
Jul 2003 - Sep 2004 (1 year 2 months)
Managed planning and scheduling of 250 FTE using MS-Excel for Hewlett & Packard All-in-One Support Division, including MIS reporting and center-level forecasts.
Education
Degrees, certifications, and relevant coursework
University of Bath
Master of Science, Management
MSc in Management from the University of Bath, UK, graduated in 2006.
Indira Gandhi National Open University
Bachelor of Information Technology, Information Technology
1999 - 2003
Grade: Merit
Bachelor of Information Technology from Indira Gandhi National Open University, with a merit grade.
Edexcel International
Higher National Diploma, Computing
1999 - 2001
Grade: Merit
Higher National Diploma in Computing (Software Engineering) from Edexcel International, with a merit grade.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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