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BMC Technical Support Analyst India, Maharashtra 799357883
30.08.2024
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Description and Requirements
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BU Description
As a Technical Support Analyst, you will typically be the first contact for some products and a backup for others during EMEA hours. Your job function will be dependent on your product knowledge of the case being worked on at that time. You will work with a team consisting of subject matter experts on areas of the products and technology. You will eventually become a subject matter expert on areas of the products and technology.
- Specific Job functions for Technical Support Analysts (IZOT)
- Customer relationship management.
- Daily management of cases that the individual is assisting with.
- Service level management.
- Workload Management.
- Identifying own education and training needs.
- Collecting initial configuration and diagnostic information and further information and diagnostics if necessary.
- Initial search of Knowledge Base and other information sources and product related documentation as needed.
- Basic analysis of customer query or problem.
- Daily management of cases assigned to the individual.
- Reviewing cases prior to the next level of Technical Support Analysts.
- Ensuring the correct severity level and priority are assigned to the customer query or problem.
- Communicating workarounds and fixes to the customer.
- Verifying that workarounds and fixes are acceptable to the customer and then closing the case.
- Ability to work outside of normal EMEA business hours to support local and international customers will be required on occasion.
- Drive to learn new technology, customer needs, product capabilities and combine those to deliver world class support.
- Ambition to learn and become a subject matter expert on areas of the products and technology.
- Share responsibility of on-call support outside normal business hours.
To ensure you’re set up for success, you will bring the following skillset & experience:
- Approx. 3 – 4 years experience in a Mainframe environment with z/OS Db2 database administration and/or system programming.
- Prior experience on projects that required a good understanding of the software development life cycle and methodology.
- Preferred but not required prior experience in technical support of Mainframe applications and databases.
- Experience in supporting and troubleshooting production issues.
- Experience in assisting to de-bug issues and production problems.
- Experience in recreating production issues.
- Mainframe software maintenance experience. Experience with either IBM, CA or BMC solutions is preferred but not required.
- Familiarity with Mainframe tools, programs, utilities, and tools, i.e. TSO, ISPF, Clist, REXX.
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