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BMC Technical Support Analyst Mainframe Poland, Masovian Voivodeship, Warsaw 181614163
25.03.2025
Description and Requirements
CareerArc Code
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
- Provide customer technical support for BMC AMI Cloud suite of products
- Communicate with customers and R&D to troubleshoot issues, isolate root cause, and deliver solutions or implement workarounds.
- The highly technical nature of our products requires an individual with a solid foundation of technical skills and an aptitude for understanding complex technical concepts. IMS Systems Programming experience is ideal.
- Manage support requests and customer expectations throughout the support process to ensure customer success and satisfaction.
- Document all relevant details from the initial report of an issue, through troubleshooting, escalation, and resolution.
- Analyse and troubleshoot complex customer issues; working directly with Product Management and R&D when issues must be escalated.
- Respond to customers in a timely manner to deliver workarounds and solutions for complex technical problems. (via email, web, and phone support).
- Install, configure, troubleshoot, and provide feedback in response to software product questions.
- Install , configure the BMC Products you will support and endeavour to recreate customer problems where possible to speed up fix resolution and QA testing.
- Request and retrieve any problem documentation including IMS log records, SVC dumps and batch job output utilizing multiple resources including customer support application.
- Review product technical documentation (User Help Manuals, product release notes, etc.) to ensure any identified errors and/or revisions and additions are properly documented.
Requirements:
- Customer service oriented.
- Communication skills (verbal & written) and customer handling skills
- Proven problem-solving and analytical ability.
- Excellent organizational/time management skills.
- Ability to handle multiple tasks concurrently.
- Analytical and problem-solving abilities
- Ability to learn and effectively utilize Customer Support tools/resources
- Inquisitiveness to learn new products and ideas
- z/OS knowledge 5+ years required
- z/OS Storage Management experience required (FDR, CA-DISK, DFHSM, etc.)
- z/OS VSAM tuning experience
- Willingness to participate in on-call support during evenings and weekends on a rotational basis.
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