Shoyab Nihal Mohammad

Role: Senior Technical Support Analyst at Deloitte
Location: Hyderabad, IN
LinkedIn followers: 500 followers

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About Shoyab Nihal Mohammad

I\'m a Senior Technology Support Analyst with 6+ years of experience in IT support…

Experience

Senior Technical Support Analyst
Deloitte
Jul 2023 — Present · Hyderabad, IN
Led L2/L3 technical support across global tax platforms; ensured 99.9% uptime using ServiceNow & Azure DevOps- Reduced incident resolution time by 30% through root cause analysis and SLA tracking- Managed UAT & regression testing for chatbot rollout; improved deflection rate by 20%- Acted as shift lead overseeing offshore teams; managed escalation queues and knowledge base articles- Partnered with dev and QA teams to optimize ITSM workflows, ensuring audit compliance and service stability.

Contact information

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Current company

Deloitte

Business Consulting and Services · 10K employees · Founded 1845 · Worldwide, Worldwide, OO

Deloitte drives progress. Our firms around the world help clients become leaders wherever they choose to compete. Deloitte invests in outstanding people of diverse talents and backgrounds and empowers them to achieve more than they could elsewhere. Our work combines advice with action and integrity. We believe that when our clients and society are stronger, so are we. Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited (“DTTL”), its global network of member firms, and their related entities. DTTL (also referred to as “Deloitte Global”) and each of its member firms are legally separate and independent entities. DTTL does not provide services to clients. Please see www.deloitte.com/about to learn more. The content on this page contains general information only, and none of Deloitte Touche Tohmatsu Limited, its member firms, or their related entities (collectively the “Deloitte Network”) is, by means of this publication, rendering professional advice or services. Before making any decision or taking any action that may affect your finances or your business, you should consult a qualified professional adviser. No entity in the Deloitte Network shall be responsible for any loss whatsoever sustained by any person who relies on content from this page.

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About Shoyab Nihal Mohammad

Experience

Senior Technical Support Analyst

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