Senior Engineer - Cloud & Infra Management

Role description

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

Skills

Mandatory Skills : Servicedesk

Good to Have Skills : Jira Service Desk

About LTM

LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltm.com/careers/recruitment-fraud-alert