Customer Technical Support Specialist - India

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

21-Jul-2022

Job ID

34639

Travel Amount

up to 10%

Description and Requirements

#LI-SD2
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.

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.

Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

Position Description:

The Staff Specialist Technical Support Analyst is responsible for working with customers to diagnose, troubleshoot, debug and resolve product issues of moderate scope. This individual takes ownership of and exercises judgment within defined procedures and practices to determine appropriate actions to resolve customer issues. 

Primary Roles 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 a BMC Module, solution knowledge, or other experience.
  • Positively impacting high-value account(s) / customers through working on critical issues.
  • Identifies areas of business improvement 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
  • Understand the TrueSight Architecture (PA, IS, TSPS, TSIM, DB)
  • Troubleshooting problems related to BMC TrueSight Operations Management.
  • Hands on experience to troubleshoot TSPS /TSIM crash issues.
  • Addressing Customer Incidents & requests regarding Monitoring configurations for TrueSight.
  • Co-ordinate with Product Support and R&D teams to fix the product issues.
  • Troubleshooting for CMA policies including tag, filter, group, and monitor policies.
  • Configure and deploy monitoring solutions using BMC Patrol Agents.
  • Hands on experience to fix TSPS /TSIM HA issues.
  • Manage and support Integrations with BMC Remedy, BMC Service resolution, CMDB, other BMC products.
  • Build integration to non-BMC monitoring solutions.
  • Configure and fine tune KPI, baselines and monitoring thresholds at global, local, and instance level.
  • Build, Publish and administration of Service Impact Models.

Qualifications

  • Bachelor’s Degree (BE/B.Tech/BCA/MCA/B.Sc) with 7-9 years of hands-on experience in IT.
  • Linux/Unix Certification is a plus

·       Willingness to work on Truesight Operations Management (TSOM), and BPPM in a Technical Support Role.

  • Strong knowledge of one of the UNIX/Linux operating systems. 
  • Basic knowledge of windows and experience on application/production server.
  • Knowledge and understanding of basic networking concepts.
  • Have exposure in handling global enterprise customers.
  • Added Advantage
    • Database (Basics of PL SQL, DB-log analysis, system activity report, etc)
    • Windows Administration – Active Directory, Domain controllers.
    • Knowledge of cloud, virtualization, Dockers, Kubernetes.
  • Hands-on experience in troubleshooting operating system issues.
  • Excellent Communication skills & experience in working with global customers.
  • Good troubleshooting skills and Flexible with work hours.
  • Ready to work in rotational shift. 

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, 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.