BMC Technical Support Analyst 

India, Maharashtra 

900035382

Primary Roles and Responsibilities:

• You will be responsible to analyse & resolve Level 2 issues for applications developed in Java, and other SaaS based applications.
• Work independently on the Incident Management Process.
• Good understanding of Java, Python, or any basic programming language.
• Good Team player and quick learner.
• Willing to learn and work on new technology/ tools will be required.
• Investigate, understand, and help the users with their requests/issues.
• Handle user communication over phone, instant messenger, or email.
• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
• Familiarity with Agile methodology.
• Support monthly maintenance activities done over the weekend.
• Handle on call responsibility in rotation (once every 3-4 weeks).
• Support disaster recovery activities.
• Knowledge of Confluence/ xWiki administration will be an added advantage.
• Atlassian products/ Jira Administration knowledge (server/data centre) will be an added advantage.
• You will develop, co-ordinate and promote the effective functioning of problem management activities by working with support and development teams.
• Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).

• 1-3 years of hands-on experience working for applications developed in Java, and other SaaS based applications.
• Working knowledge of Jira Administration will be good to have.
• 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.