---
title: "Shriram M G - Technical Support Associate in Salem | Tal"
description: "Meet Shriram M G, Technical/Application Support Engineer | 3+ Yrs Incident Management (Banking & Telecom) | ITIL, ServiceNow, Jira | React JS, MongoDB, SQL based in Salem. AI stack includes aistudio, antigravity, and claude. Explore public work links including github and portfolio-f7afe.web.app."
image: "https://tal.club/meet/shriram-m-g/share-image"
---

# Shriram M G on Tal

## 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/

[View the original profile](https://tal.club/meet/shriram-m-g)

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