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BMC Technical Support Analyst Mainframe Poland, Masovian Voivodeship, Warsaw 293008533
18.03.2025
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Description and Requirements
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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:
- Minimum 3 years experience
- Good communications skills
- Z/OS + Z/OS Storage knowledge – must be able to discuss mainframe and storage
- TSO (Time Sharing Option – Mainframe basics) operations
- Network troubleshooting skills
- Basic Linux/Unix knowledge
- Basic Docker knowledge
- SQL + RDBMS Basics
- SSL Basics
- Cloud storage / S3 understanding
- Willingness to participate in on-call support during evenings and weekends on a rotational basis
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