Staff Specialist Technical Supp Analyst - BCM

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

07-Apr-2021

Job ID:

29769

Travel Amount:

up to 10%

Description and Requirements

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.

BMC Software – The Multi Cloud Management Company

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.


BU DESCRIPTION:


BMC Helix Support Operations – supports and manages hundreds of customers on Helix from across various Public and Private cloud platforms. This position is for support function for Helix ITSM/SmartIT/SmartReporting/CMDB/DWP product lines.



PRIMARY ROLE AND RESPONSIBILITIES:

  • Respond to and resolve all customer inquiries (via phone, e-mail, WebEx). Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
  • Act as knowledge champion helping improve the quality of Knowledge Base.
  • Utilize the internal BMC systems during the technical support process and find new, innovative ways to make the process more efficient.
  • Act as a resource of knowledge in your area(s) of expertise, whether it is an BMC Module, solution knowledge, or other experience.
  • Positively impacting high value account(s) / customers through working on critical issues.
  • Identifies areas of business improvements and thus solving them with minimum direction
  • Shares knowledge as a process, mentors team members and invests time in helping the whole team perform better


QUALIFICATION:

  • Bachelor’s Degree (BE/ B.Tech /BCA /MCA/ B.Sc) with 6-12 years of hands-on experience in IT. Minimum of 6+ years working directly on Technical Support Role.
  • Experience in an external customer support role for a Software organisation.
  • Linux/Unix/IBM/Solaris Certification is a plus
  • Windows certification is a plus.
  • Mandatory skills required on Unix/Linux System security, Provisioning, Patching, LDAP, User Management, Volume Management
  • Basic Networking Concept, Shell Scripting.


REQUIRED SKILLS:

  • Experience of deploying and supporting BMC Client Management.
  • Database (Basics of PL SQL, DB-log analysis, system activity report, etc)
  • Virtualization (VM Hypervisors, template-based provisioning, VM administration)
  • Hands-on experience of troubleshooting on operating systems.
  • Excellent Communication skills & experience on working with global customers.
  • Should be willing to work in rotational shifts.

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, sex, 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, protected veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

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