Headline

Technical/Application Support Engineer | 3+ Yrs Incident Management (Banking & Telecom) | ITIL, ServiceNow, Jira | React JS, MongoDB, SQL

About

Application & Technical Support professional with 3+ years of experience supporting enterprise, business-critical environments across UK and US client operations. Currently at Tech Mahindra, I'm the primary support contact for Openreach (UK), handling 150+ high-priority incidents weekly through ServiceNow — owning the full incident lifecycle from logging to RCA to closure, while maintaining SLA compliance. I've authored 12 knowledge base articles that cut repeat incidents by 15%. Previously at TCS, I supported Citi Bank's (US) production banking environment — managing 200+ weekly tickets on Jira/CMS at 98% first-contact resolution, coordinating the Python automation team's incident response, and mentoring 3 junior analysts on ITSM processes. Alongside support work, I build with React JS, MongoDB, and Tailwind CSS — I developed a full-stack e-commerce application (cart, auth, checkout flows) end-to-end, which keeps my troubleshooting sharp on the application/database layer, not just the ticket layer. Core strengths: Incident & Problem Management • ITIL Processes • SLA Adherence • RCA • Cross-functional Coordination • React JS / JavaScript / SQL / MongoDB Open to Application Support Engineer / Technical Support / L2 Production Support roles in Bengaluru or Chennai.

Location

Salem

AI stack

aistudio

antigravity

claude

cursor

gemini

ChatGPT

Work experience

Technical Support Associate at Tech Mahindra, Sep 2025 - Sep 2026 · 1 y, Chennai, Tamil Nadu, India, I'm the main support person for users in the UK. Every week I handle more than 150 urgent issues and requests — over phone, email, and ServiceNow. When users face any problem (application not working, network issue, hardware issue), I check what's happening, understand the error, and fix it or find the right solution. I take care of the issue from start to end — log it, decide how urgent it is, investigate, escalate if needed, keep the user updated, and close it properly, all within the promised time (SLA). I try to find the root cause of the problem, and if it needs deeper technical help, I pass it on to the infrastructure or application teams. I help users with installing and setting up software, and solve day-to-day usage problems using remote tools like Quick Assist, Remote Desktop, and TeamViewer. I keep users and teams updated regularly, and maintain proper records of every ticket. I wrote 12 help guides (knowledge articles) which reduced repeated issues by 15% in just 3 months.

Incident Management Team Member – L1 Production Support at Tata Consultancy Services, Apr 2023 - Jul 2025 · 2 y 3 mo, Chennai, Tamil Nadu, India, I handled more than 200 support tickets every week for a US bank's live production system, using Jira and CMS. I was able to solve 98% of issues on the first try itself, without needing to escalate. I looked into problems reported by users, worked with the right teams, and followed the proper steps to fix and close them. I was the go-to coordinator for the Python automation team, and I used to run the daily stand-up meeting for our 8-member team. I tracked ticket patterns and prepared 32 monthly reports for client leadership. I trained and guided 3 new team members — taught them how ITSM works, how to use ServiceNow, and how to handle and escalate issues properly.

Education

Bachelor's degree, Computer Science, Salem Sowdeswari College - India

Public links

github: https://github.com/ramtechnow

portfolio-f7afe.web.app: https://portfolio-f7afe.web.app/