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BMC Senior Technical Support Analyst Singapore, Singapore 641004361
09.01.2025
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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 the IBM z/OS -IBM IMS TM (Information Management Systems) related BMC products. Familiarity with BMC AMI OPS for IMS is a plus.
- 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.
- Analyze 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 endeavor 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.
To ensure you’re set up for success, you will bring the following skillset & experience:
- You can embrace, live and breathe our BMC values every day!
- You have 6+ years of experience handling IMS technical support challenges in a systems programming role
- You have in depth troubleshooting and analytical knowledge in these BMC product areas - IBM IMS TM (Information Management Systems) related to BMC products, including BMC AMI Ops for IMS
- You are able to participate in on-call support on evenings and weekends as assigned in the rotation
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