Tapan Sharma

Neotas Senior Manager Service Delivery (Tech & Non-tech) @Neotas

New Delhi, IN

Technology Projects • Lead a global Support Team of 7, ensuring 24×5 availability across multiple geographies for Big 4 and enterprise clients. • Delivered 99.7%+ SLA adherence on critical bug fixes, system configurations, and change requests, with zero major escalations. • Established a 3-layer escalation matrix (P0–P4), reducing issue resolution delays by 30% and strengthening client confidence. • Oversaw configuration & change management requests, ensuring smooth deployment and minimal business disruption. • Designed and implemented monitoring dashboards to proactively track system alerts, preventing potential downtime and ensuring business continuity.Non-Technical (Managed Services) • Directed Due Diligence operations across global teams, managing workflows, performance reviews, and evaluation frameworks. • Built capacity planning models based on volume forecasting, ensuring resource utilization and operational efficiency across teams. • Maintained optimal team utilization by balancing workloads, enabling consistent delivery within agreed TAT. • Introduced training and skill upgrade programs to enhance employee performance and drive operational scalability.Stakeholder Management & Strategic Leadership • Presented weekly delivery dashboards to senior stakeholders, capturing inflow/outflow of volumes, SLA adherence, and performance trends. • Designed and reviewed company-wide performance matrices, ensuring continuous quality improvement and addressing client/stakeholder feedback proactively. • Partnered with the Director and CEO in decision-making on scalability, operational growth, and resource strategy to align service delivery with business expansion goals.

Indian Institute of Foreign Trade

EXECUTIVE PGDIB

Guru Gobind Singh Indraprastha University

Bachelors in Business Admisnistration

V.V. DAV Public School

Senior Secondary