BMC Technical Support Analyst Mainframe 

Poland, Masovian Voivodeship, Warsaw 

643840996

• Manage, troubleshoot, and respond to customer issues on BMC product and Integration issues, ensuring appropriate resolution time
• Responding to and resolving all customer inquiries (via phone, e-mail, web)
• Identifying and reporting functional defects to higher levels of Support and R&D
• Maintaining a high level of customer satisfaction
• Properly documenting all customer interactions and troubleshooting actions in 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 evenings and weekends on a rotational basis

Required Skill / Competencies:

• 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.
• Ability to learn and effectively utilize Customer Support tools/resources
• Inquisitiveness to learn new products and ideas
• BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications
• 5+ years z/OS experience in Mainframe technologies such as JCL, JES, USS, SMP/E, TCP/IP, ISPF, SDSF, and Catalogs
• Mainframe operations, software support, or systems programming experience in z/OS environments
• Mainframe software diagnostic skills using logs, traces and dumps
• Experience in the installation, customization, and maintenance of system software products (SMP/E, z/OSMF)
• Competence with disk and virtual tape storage technologies
• Competence using/manipulating z/OS datasets and file systems including VSAM
• z/OS Storage Management experience with any of: FDR, CA-DISK, DFHSM, and DFSMS,
• Specific experience of any of the below are a plus:
• TCP/IP
• UNIX file systems
• z/OS UNIX System Services (USS)
• Linux: Intel and Linux OS on IBM Z variants
• Recent versions of Windows Server and VSS
• Oracle and DB2 data base
• Experience in Apache, Tomcat, IBM WebSphere, and AIX are also a plus.