BMC Staff Technical Support Analyst 

India, Maharashtra 

413385310

CareerArc Code

• Analyze and resolve Level 2 issues for Java-based and SaaS applications, including Incident Management.
• Investigate, understand, and address user requests/issues via phone, instant messaging, or email.
• Collaborate with internal teams and external vendors to troubleshoot complex problems; support disaster recovery and monthly maintenance (including weekends).
• Demonstrate proficiency in Java, Python, or other programming languages; familiarity with Agile methodology.
• Participate in on-call rotations (every 3-4 weeks); knowledge of Confluence/xWiki or Atlassian/Jira Administration is preferred.
• Promote effective problem management and adhere to departmental/company policies (e.g., change control, security, and auditing).
• Show willingness to learn and work on new technologies/tools; strong team player and quick learner.

• 3-6 years of hands-on experience working for applications developed in Java, and other SaaS based applications.
• Should be comfortable working on Support project with prior experience in support.
• Well versed with configuration and debugging of applications.
• Excellent communication skills with the ability to work effectively with end-users at all levels of the organization are a must.
• Ability to work independently and in a team environment with ownership and accountability.
• Strong analytical and problem-solving skills. Demonstrates a proactive and structured problem-solving approach.
• Should be willing to work in rotational shifts (9AM to 6 PM and 3 PM to 12 AM) and on-call (rotational)
  

• Knowledge of ITIL Process/Remedy application will be added advantage.
• Ability to understand and practice ITIL methodology for support.
• Working knowledge of Jira Administration will be good to have.

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