Description
"At BMC trust is not just a word - it's a way of life!"
We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!
We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! BMC Intelligent Z Optimization and Transformation or IZOT, highlights how BMC is helping our customers run and reinvent with Mainframe. With robust product portfolio, IZOT empowers customers to make the mainframe as adaptive as any other platform and help them to transition their mainframe into an Autonomous Digital Enterprise (ADE).
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
As a Technical Support Analyst, you will typically be the first contact for some products and a backup for others during EMEA hours. Your job function will be dependent on your product knowledge of the case being worked on at that time. You will work with a team consisting of subject matter experts on areas of the products and technology. You will eventually become a subject matter expert on areas of the products and technology.
- Specific Job functions for Technical Support Analysts (IZOT)
- Customer relationship management.
- Daily management of cases that the individual is assisting with.
- Service level management.
- Workload Management.
- Identifying own education and training needs.
- Collecting initial configuration and diagnostic information and further information and diagnostics if necessary.
- Initial search of Knowledge Base and other information sources and product related documentation as needed.
- Basic analysis of customer query or problem.
- Daily management of cases assigned to the individual.
- Reviewing cases prior to the next level of Technical Support Analysts.
- Ensuring the correct severity level and priority are assigned to the customer query or problem.
- Communicating workarounds and fixes to the customer.
- Verifying that workarounds and fixes are acceptable to the customer and then closing the case.
- Ability to work outside of normal EMEA business hours to support local and international customers will be required on occasion.
- Drive to learn new technology, customer needs, product capabilities and combine those to deliver world class support.
- Ambition to learn and become a subject matter expert on areas of the products and technology.
- Share responsibility of on-call support outside normal business hours.
To ensure you're set up for success, you will bring the following skillset & experience:
- Approx. 3 – 4 years experience in a Mainframe environment with z/OS Db2 database administration and/or system programming.
- Prior experience on projects that required a good understanding of the software development life cycle and methodology.
- Preferred but not required prior experience in technical support of Mainframe applications and databases.
- Experience in supporting and troubleshooting production issues.
- Experience in assisting to de-bug issues and production problems.
- Experience in recreating production issues.
- Mainframe software maintenance experience. Experience with either IBM, CA or BMC solutions is preferred but not required.
- Familiarity with Mainframe tools, programs, utilities, and tools, i.e. TSO, ISPF, Clist, REXX.
Our commitment to you!
BMC's culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won't be known just by your employee number, but for your true authentic self. BMC lets you be YOU!
If after reading the above, You're unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!
BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.
BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 1,638,100 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.
The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.
(Returnship@BMC)
Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.
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