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BMC Technical Support Analyst Mainframe Poland, Masovian Voivodeship, Warsaw 701205145
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
- 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. Db2 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 Db2 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 SKILLS:
Technical Skills and 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.
DESIRED (NICE-TO-HAVE) SKILLS:
- Customer service and interpersonal skills.
- Problem solving ability.
- Ability to learn quickly.
- Presentation skills.
- Attention to detail and ability to follow procedures.
- Team player - Ability to work with local and remote teams.
- Ability to work independently.
- Excellent oral and written communication skills.
- Self-motivated.
- Innovative thinking.
- Good English skills are required
- Willingness to participate in on-call support during evenings and weekends on a rotational basis.
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