BMC Technical Support Analyst Mainframe 

Poland, Masovian Voivodeship, Warsaw 

300948679

• 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.

Required Skill / Competencies:

• 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.
• Ability to learn and effectively utilize Customer Support tools/resources
• Inquisitiveness to learn new products and ideas
• BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications
• 5+ years z/OS experience in Mainframe technologies such as JCL, JES, USS, SMP/E, TCP/IP, ISPF, SDSF, and Catalogs
• Mainframe operations, software support, or systems programming experience in z/OS environments
• Mainframe software diagnostic skills using logs, traces and dumps
• Experience in the installation, customization, and maintenance of system software products (SMP/E, z/OSMF)
• Competence with disk and virtual tape storage technologies
• z/OS Storage Management experience including: FDR, CA-DISK, DFHSM, and DFSMS.
• Competence using/manipulating z/OS datasets and file systems including VSAM