At Franklin Templeton, we’re driving our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams working around the globe bring expertise that’s both broad and unique. From our welcoming, inclusive, and flexible culture to our global and diverse business, we offer opportunities not only to help you reach your potential but also to contribute to our clients’ achievements.
Come join us in delivering better outcomes for our clients around the world!
We are seeking a highly motivated Senior Support Analyst with solid experience in supporting technology for Investment Management/Research teams. You will be responsible for providing day-to-day support, troubleshooting, and maintenance of Investment Management/Research platform, ensuring system availability, reliability, and performance. This role requires a strong technical background, excellent problem solving, communication and teamwork skills, and the ability to work closely with development teams and stakeholders to resolve production issues swiftly. The ideal candidate will also have DevOps experience, contributing to continuous integration, deployment, and automation processes to ensure efficient platform operations.
Provide timely and effective support to end-users for inquiries, issues, and concerns related to Investment Research Platform
Troubleshoot and resolve application errors, data discrepancies, and functional issues.
Maintain high levels of user satisfaction by offering prompt and concise solutions.
Identify, analyze, and resolve data-related issues affecting the application’s performance.
Collaborate with development teams and other stakeholders to ensure data quality and Integrity.
Ensure that market data, financial metrics, and other investment-related information are up-to-date and accurate in the application.
Monitor system performance, identify and resolve bottlenecks, and ensure optimal application performance.
Monitor and troubleshoot infrastructure-related issues, including servers, databases, and networks, that may impact application performance.
Liaise with cross-functional teams, including development, product, and operations team, to facilitate issue resolution.
Document support issues, resolutions, and user queries to create knowledge base resources for internal teams and end-users.
Conduct root cause analysis (RCA) to identify the underlying cause of issues and recommend corrective actions.
Prepare KPIs, report metrics on support ticket trends, recurring issues, and system performance.
Provide training sessions and create user guides for new features, application updates, and best practices.
Assist in the development of internal documentation to improve workflows and support processes.
Continuously identify areas for process improvement to increase the efficiency and effectiveness of the support team.
Work with monitoring tools (e.g. Prometheus, Grafana, Datadog) to ensure the platform is well-monitored for system health, performance, and availability, setting up alerts to preemptively address issues.
Provide periodic updates to management on the status of ongoing issues and platform health.
Provide on-call support during weekends, evenings, and holidays on a rotating basis.
8-10 years of strong production support/troubleshooting experience of complex systems in a fast-faced environment
Strong experience with Investment research platforms, financial data systems, or other financial applications.
Must have working/coding experience with Python.
Must have experience working with Investment data like vendor and proprietary data.
Must have familiarity with data feeds, APIs, and integration with third-party platforms.
Solid understanding of SQL for troubleshooting data issues and querying databases.
Solid experience with system monitoring tools and managing infrastructure issues in AWS Cloud.
Solid experience in troubleshooting complex technical and functional issues in a multi-tiered application.
Familiarity with financial instruments, asset classes, and the overall financial services ecosystem.
Solid analytical and problem-solving skills, with the ability to diagnose and resolve technical and data issues efficiently.
Excellent communication skills (both written and verbal), with the ability to explain complex technical issues to non-technical stakeholders.
Experience managing and prioritizing multiple support requests simultaneously.
Ability to collaborate effectively with cross-functional teams, including product management, development and Infrastructure.
Highly motivated and able to work independently.
Familiarity with issue tracking systems (e.g. JIRA, ServiceNow) and support workflows.
Familiarity with Apache Airflow for workflow automation and orchestration.
Familiarity with React is a big plus.
Familiarity with RESTful web services, gRPC is a plus.
Job Level - Individual Contributor
Work Shift Timings - 2:00 PM – 11:00 PM IST
Experience our welcoming culture and reach your professional and personal potential!
Our culture is shaped by our diverse global workforce and strongly held core values. Regardless of your interests, lifestyle, or background, there’s a place for you at Franklin Templeton. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life.
Hear more from our employees
By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life’s adventures, taking care of your family members, or making a positive impact in your community, we aim to have them covered.
Highlights of our benefits include:
Professional development growth opportunities through in-house classes and over 150 Web-based training courses
An educational assistance program to financially help employees seeking continuing education
Medical, Life and Personal Accident Insurance benefit for employees. Medical insurance also cover employee’s dependents (spouses, children and dependent parents)
Life insurance for protection of employees’ families
Personal accident insurance for protection of employees and their families
Personal loan assistance
Employee Stock Investment Plan (ESIP)
12 weeks Paternity leave
Onsite fitness center, recreation center, and cafeteria
Transport facility
Child day care facility for women employees
Cricket grounds and gymnasium
Library
Health Center with doctor availability
HDFC ATM on the campus
Learn more about the wide range of benefits we offer at Franklin Templeton
Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and existing employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation.
Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation or adjustment to search for or apply for one of our positions, please send an email to accommodations@franklintempleton.com. In your email, please include the accommodation or adjustment you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.