1. Pavan Kumar Gubbala
Team leader Operations - Tata Consultancy Services
Hyderabad, Andhra Pradesh
pavankumar1.g@gmail.com - +91- 8886703707
Looking forward to work in an organization that will allow me to showcase my administrative skills and my
growth oriented experience to benefit the organization.
Willing to work as a key player in challenging and creative environment, gaining expertise in software related
areas and leverage it to the advantage of the company.
WORK EXPERIENCE
Team Leader - Operations
Tata Consultancy Services - Hyderabad, Andhra Pradesh - January 2016 to Present
Client: BICS (Belgacom International Carrier Services) operates in the telecommunication industry as a
subsidiary of Proximus Group, and provides wholesale carrier services to wireline and wireless operators,
and service providers globally. The company is headquartered in Brussels, Belgium with sales offices and
Service Operation Centers worldwide including Dubai, Singapore, Bern and New York. BICS provides voice,
connectivity, and messaging, roaming and mobile financial services to over 700 fixed and wireless carriers
and service providers
• Currently handling team of 20 members – 24/7 support.
• Responsible for the training and mentoring all the new trainees.
• Responsible for People Management and Performance Management.
• Conducting weekly meetings and ensuring all the new updates/process are implemented and followed by
all the team members.
• Client interaction on daily/weekly basis.
• Maintaining internal and external error trackers and reports.
• Preparing Stack ranking and utilization reports of individual and team.
• Preparing and maintaining process related documents.
• Maintaining the shift rosters and planning day to day tasks according to the shifts.
• Ensure SLAs are met for all the activities and KPI targets are achieved with 100% TAT.
• Analyse performances of individual and business and meet targeted metrics.
• Taking one-one discussions with the team members and taking performance appraisals.
• Helping my Manager with internal documents like budget KPI reports.
SME (Subject Matter Expert) and Back Up Team Leader
Tata Consultancy Services (TCS) - Hyderabad, Andhra Pradesh - April 2015 to December 2015
• Conducting training to all the new trainees and taking assessments and giving feedbacks.
• Providing weekly KT status to my TL/Manager.
• Preparing and maintain all process related to documents.
• As a Subject Matter Expert for the Customer Care and Service and Network Assurance process takes care
of all queries from the team while handling exceptional cases and ensures the quality TAT is 100%.
• Processing and Quality checking of all the activities in the process
• Taking weekly calls with HR and updating the status of the team/project
• Discussions with the team members and understating and helping out with the some HR related tasks/
activities

2. Senior Process Associate
Tata Consultancy Services (TCS) - Hyderabad, Andhra Pradesh - November 2013 to March 2015
Client: HomeSend – Brussels, Belgium.
HomeSend is a joint venture created by MasterCard, eServGlobal and BICS that enables B2B cross-border
and cross-network value transfers through a single connection. It builds on the successful deployment of mobile
enabled person-to-person transfers in emerging markets and the digitization of money transfer services. The
Home Send service innovatively bridges the gap between finance and telecommunication service providers
and enables consumers to send money to and from mobile money accounts, payment cards, bank accounts
or cash outlets – regardless of their location or that of the recipient.
Responsibilities:
• We receive complaints from the customers and suppliers regarding mobile money transfers.
• Creating tickets via online ticketing system for all the complaints received.
• Finding the transaction in the online tool which includes the complete payment details made by the customers.
• Providing the transaction status and updating the customers through mail via ticket.
• Processing the refund/cancellation requests received by the customers.
• Raising the tickets with the suppliers for the refunds and cancellations.
• Triggering the onsite Finance/Engineering team to do the necessary refund to the customer’s account once
the feedback received from the suppliers.
• Also follow up with vendors on missing invoices and ensures invoices are received.
• We check the invoice received has all the mandatory fields mentioned in them and validate them in a tool
name as TOPAS and accordingly payments will be done to the customers.
KT Lead - Customer Support - Service and Network Assurance
Client's place - Belgacom International Carrier Services - Brussels - November 2013 to February 2014
Undergone training for 3 months for a new process.
Process Associate
Tata Consultancy Services (TCS) - Hyderabad, Andhra Pradesh - October 2009 to October 2013
Customer Care and Network/Service Operations Support – Service and Assurance
• Handling customer complaints through mails and create trouble tickets.
• Providing updates customers and make follow up with suppliers through mails.
• Creating trouble tickets related to transmission like VOICE, MESSAGING, IP Transit, GRX, Leased Lines,
Backbone and Switching.
• Troubleshooting tickets for products like VOICE, SMS, SCCP, STP, SWITCHING and provide resolution for
the customers.
• Live/Proactive monitoring of the alarms and triggering the onshore engineer’s
• Providing L2 and L3 support to the customer’s trouble tickets.
• Used different types of tools and applications like
• Business Objects report XI R3 (for traffic stats)
• PUTTY application(for SMS traces)
• GO GLOBAL – INET application(for voice, messaging and signalling traces)
• Qlikview reporting tool(Analysing the QOS metrics/parameters like ASR, NER, CCR, ACD and traffic stats)
• ASCADE and SIGOS tool for test calls and test SMS.
• Worked on platforms like BICS Ticketing System and Salesforce applications

3. EDUCATION
Bachelor of Commerce in Aurora
Osmania University
2005 to 2008
Mathematics, Economics and Commerce
Nalanda Junior College, Board of Intermediate Education - Hyderabad, Andhra Pradesh
2003 to 2005
S.S.C.
Loyola High School - Hyderabad, Andhra Pradesh
2003
SKILLS
MS Office - Word, Excel, Powerpoint. UNIX, (6 years)
CERTIFICATIONS
NIIT
July 2009 to Present
GNIIT certification in Management Information Systems from NIIT.
ADDITIONAL INFORMATION
Technical Skills:
• Proficient in MS Office Package [MS Word, MS Excel, MS PowerPoint, MS Access and MS Outlook]
• Familiar with OS like Windows XP, Windows 7 and Windows 8 and Windows 10.
• Knowledge in Teradata, SQL and UNIX.
Key Skills:
• Good communication, analytical and problem-solving skills
• Multi-tasking and organization skills and willing to take responsibilities
• Works cooperatively as a team
• Handling high work load and work under pressure