BMC Technical Support Analyst Mainframe 

Poland, Masovian Voivodeship, Warsaw 

90334788

Responsibilities:

• Manage, troubleshoot, and respond to customer issues on BMC AMI Ops product family and Integration issues, ensuring appropriate resolution time
• 5+ years z/OS systems or major subsystem (STORAGE, IMS, CICS, DB2…)
• AMI Ops Monitor for CICS, AMI Auto Operator or Mainview product experience
• Proficient in the use of standard IBM z/OS utilities
• BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications
• Responding to and resolving all customer enquiries (via phone, e-mail, web)
• Identifying and reporting functional defects to higher levels of Support and R&D
• Maintaining high level of customer satisfaction
• Properly documenting all customer interactions and troubleshooting actions into the BMC issue management systems
• Escalating service requests and issues appropriately in a timely fashion
• Exercise independent thought within defined procedures and practices
• Manage priorities and act on factors that create priorities
• Work collaboratively with other BMC product teams
• Capture and share knowledge
• Willingness to participate in on-call support during designated weekends on a rotational basis

• 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 including Salesforce, Jira, Wiki
• Inquisitiveness to learn new products and ideas
• z/OS knowledge
• Willingness to participate in on-call support during evenings and weekends on a rotational basis.