Senior Engineer - Cloud & Infra Management

JD for FT SD

Account Name FRANKLIN TEMPLETON COMPANIES LLC

Grade P1 P2

Primary Skill Service Desk

Location Hyderabad Bangalore

Shift 247

JD About the Role

We are looking for a proactive and customerfocused Service Desk Analyst to provide firstlevel technical support to global users This role involves handling multichannel support calls chats emails managing incidents and ensuring timely resolution or escalation

Key Responsibilities

Provide 247 support in rotational shifts including weekends and US holidays

Handle inbound calls chats and emails for technical assistance

Log categorize and prioritize incidents using ServiceNow

Resolve L1 technical issues and escalate when necessary

Communicate clearly and professionally with global customers

Ensure user satisfaction through timely updates and resolution

Required Skills

Excellent oral and written communication skills

Previous experience in Service Desk supporting global customers

Strong troubleshooting and problemsolving skills

Knowledge of Windows OS Office 365 Citrix VPN and basic networking

Familiarity with hardwaresoftware configuration and mobile device setup

Ability to work in rotational shifts 247

Additional Information

WFH option is restricted and allowed only in emergencies

Planned leaves require 30 days prior notice medical documentation is mandatory for extended sick leave