SHREEMOHAN TAPARIA
Operations Manager - Enterprise Support
Hyderabad
Summary
Seasoned Operations Manager and talented leader with 19+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Experienced in leading comprehensive end-to-end processes, encompassing management of people, stakeholders, SLAs, training programs, and driving enhanced operational efficiency to ensure consistent, high-quality service delivery.
Overview
20
20
years of professional experience
5
5
Certifications
1
1
Language
Work History
Operations Manager, Amazon Leo Enterprise Support
Amazon
01.2026 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Operations Manager 3
Amazon Web Services
04.2020 - Current
- Leading operations for 40+ member Cloud Support Engineering Team supporting Developer & Mobile Services, managing customer support & operational excellence.
- Monitoring technical case management, ensuring timely & resolution of production issues while maintaining high standards for quality & customer satisfaction.
- Achieving key performance indicators (KPIs) related to support quality, resolution time, and process adherence across weekly, monthly & quarterly cadences.
- Proactively identifying operational risks and areas of improvement, implementing mechanisms to streamline quality audits and improve service delivery.
- Managing team performance and career development, facilitating regular feedback, coaching, and engagement initiatives across global support sites.
- Developing & presenting business review documents to AWS Support Engineering leadership, including trend analysis, performance insights, and data-driven recommendations for process improvement.
- Collaborating closely with AWS service teams, Technical Account Managers (TAMs), and Solutions Architects to resolve complex issues and continuously enhance the customer experience.
- Handling high-priority customer escalations, ensuring root cause resolution and long-term preventive actions are in place.
- Ensuring compliance with AWS global standards for safety, security, and audit readiness, while governing third-party vendor performance and contract adherence.
- Spearheading cost-optimization and efficiency initiatives, leveraging automation, resource rightsizing, and strategic vendor negotiations.
- Acting as a key liaison with stakeholders, ensuring transparent updates, managing expectations, and resolving escalations effectively.
- Significant Highlight:
- Built high performing team from 6 to 40+ Engineers, managing more than 30+ AWS Services.
Associate Manager
Red Hat India
03.2018 - 04.2020
- Led a 40-member team of specialized support engineers, including direct management of 9 highly skilled ClusterHA experts.
- Owned quarterly business KPI delivery, fostering a results-driven culture and aligning team execution with strategic support metrics and SLAs.
- Collaborated with cross-geo leadership teams to maintain seamless 24/7 global customer support coverage, ensuring issue continuity, follow-the-sun handoffs, and consistent service delivery.
- Managed critical customer escalations, driving timely resolution, root-cause analysis, and end-to-end business restoration for high-impact incidents.
- Maintained top-tier customer satisfaction scores, leveraging proactive communication, continuous feedback loops, and incident debrief processes.
- Designed and executed career development frameworks for engineering talent, supporting mentorship matching, skills mapping, and growth planning.
- Partnered with cross-functional teams to identify and implement service delivery improvements, including tooling, automation, and support readiness.
- Led talent acquisition efforts, participating in hiring events and personally recruiting top-fit candidates aligned with Red Hat’s technical and cultural standards.
- Successfully managed the onboarding and performance development of the FY20 cohort of 47 Graduate Trainees.
Proactive Services Lead
DXC India
10.2015 - 03.2018
- Led a 20-member NOC Team delivering support to key clients like Bharti Airtel and Reliance Communications.
- Designed and institutionalized end-to-end operational processes.
- Coordinated cross-functionally with Incident Management, Change Management, and Service Delivery teams to ensure seamless, round-the-clock customer experience.
- Drove proactive problem management initiatives, guiding the team in identifying and remediating chronic issues to mitigate the risk of recurring outages.
- Led the successful implementation of automated health check mechanisms, enhancing early detection and reducing downtime for two Airtel Africa regions.
- Partnered with Project Managers and Customer Success Managers (CSMs) to execute complex change requests.
- Acted as the first line of technical and leadership escalation, resolving customer-impacting incidents with urgency and maintaining trusted client relationships.
Principle Technical Support Engineer
Avaya India Pvt. Ltd.
03.2008 - 05.2015
Technical Support Specialist
Genpact India
06.2006 - 03.2008
Education
EPGDBM - General Management
01.2013
B.E. - Computer Science
01.2006
Skills
Strategy Planning & Execution
Cloud Operations
Process Excellence
Technical Operations Management
Global Service Delivery Mgmt
Vendor & Stakeholder Engagement
Continuous Process Improvement
People Management
Escalation Management
Transition Management
Cross-functional Collaboration
Client Relationship Management
Training & Development
SLA, KPI & Compliances Mgmt
Accomplishments
- Received Leaders Excellence Award & Service Impact Award at AWS in 2024.
- Honoured with the Rising Star & Service Excellence Award at DXC Technology, India in 2017.
- Conferred with Multiple Awards at Avaya India for:
- Service Innovation Awards for Chat Desk Implementation.
- Service Innovation Awards for Service Desk Transition.
- CEO Quality Champion Award.
- Best 2-Minute Video Award.
- Received Silver Award— Best HR Catalyst at Genpact India in 2008.
- Bagged Most Valuable Resource Award at Genpact India in 2007.
EXTRA-CURRICULAR ACTIVITIES
Recognized for all-round excellence with the ‘Best Student’ award, in 1999. Awarded ‘Best Council Member’ for contribution to student leadership in 1999. Recognized for all-round excellence with the ‘Best Student’ award, in 1999. Awarded ‘Best Council Member’ for contribution to student leadership in 1999.
Certification
ISB Executive Education - Leadership with AI
Timeline
Operations Manager, Amazon Leo Enterprise Support - Amazon
01.2026 - Current
Operations Manager 3 - Amazon Web Services
04.2020 - Current
Associate Manager - Red Hat India
03.2018 - 04.2020
Proactive Services Lead - DXC India
10.2015 - 03.2018
Principle Technical Support Engineer - Avaya India Pvt. Ltd.
03.2008 - 05.2015
Technical Support Specialist - Genpact India
06.2006 - 03.2008
Pune University - B.E., Computer Science
Symbiosis International University - EPGDBM, General Management