Senior Mainframe Technical Support - Remote

Basic Information

Country

Germany

State

NA

Date Published

01-Sep-2022

Job ID

35057

Travel Amount

up to 10%

Secondary locations

AUT Office at Home, ESP Office at Home, FRA Office at Home, GBR Office at Home, ITA Office at Home
This role can be based remotely in Germany

Description and Requirements

#LI-BS1
BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.

As a Senior Technical Support Analyst, you will be responsible for assisting BMC Software customers with their queries and problems with assistance from other Technical Support Analysts and Developers.

Senior Technical Support Analysts will typically qualify as first contact for some products and as backup for others. 


Why Join us?

  • We have a world class support team that you will become a part of giving you the opportunity to learn as well as progress your career. 
  • You will work on some truly complex problems that will be ever changing, keeping you engaged throughout. 
  • We will work with you to ensure you can meet your career goals


Specific Job responsibilities 

  • Customer relationship management - this is the backbone of the job! 
  • Daily management of cases that the individual is assisting with.
  • Service level / Workload Management.
  • Mentoring of other Technical Support Analysts.
  • Project work related to Customer Success/Support projects.
  • Detailed analysis of customer query or problem.
  • Verifying all case related information including the severity level and priority. 
  • Problem reproduction.
  • Communicating with the customer to assist diagnosis of complex problems. 
  • Summarising cases prior to escalation.
  • Reviewing and approving cases according to procedure for escalation 
  • Knowledge Management - writing and approving Knowledge Articles.
  • Providing local country and international remote and on-site assistance if necessary.


General Skills we are looking for

  • Customer service and interpersonal skills.
  • Problem solving ability. 
  • Attention to detail and ability to follow procedures. 
  • Excellent oral and written communication skills. 
  • Good English skills are required for all Technical Support Analyst
  • Ability to work outside of normal business hours to support local and international customers will be required on occasion.


Technical Skills and Experience we are looking for

  • At least 5 or more years of experience in Mainframe environment, preferably in z/OS Db2 and/or IMS Data Base Administration and the associated utilities and operation processes.    
  • Prior experience on projects that required a good understanding of the software development life cycle and methodology.
  • Prior experience in the design, development and support of large Mainframe applications and databases.
  • Experience in supporting and troubleshooting production issues. 
  • Experience in assisting application developers, system programmers and data base adminstrators to de-bug issues and production problems.
  • Experienced in creating and populating sandbox environments to recreate and trouble shoot customer issues.
  • Mainframe software maintenance and performance tuning experience. Experience with either IBM, Broadcom, Compuware or BMC solutions preferred but not required.
  • Familiarity with Mainframe tools, programs, utilities and tools,  i.e.; TSO, ISPF, Clist, REXX, SMP/E.
  • Experience upgrading and implementation of Mainframe toolsets.
  • Production support and AH support experience
#LI-Remote 

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

BMC will never ask for payment in exchange for employment.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.