Technical Support Analyst -India

Basic Information







Date Published


Job ID


Travel Amount


Secondary locations

IND Bangalore II

Description and Requirements

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 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:

Intelligent Z Optimization and Transformation (IZOT)

Primary Roles and Responsibilities:
Technical Support Analysts will typically qualify as first contact for some products and as backup for others mainly during EMEA hours.  Their job function will be dependent on their product knowledge of the case being worked on at that time.

Specific Job functions for Technical Support Analysts (IZOT)

Ø  Customer and IT Outsourcing partner relationship management.  

Ø  Assistance in Outsourcer client support for BMC solutions (install, configuration and customization).

Ø  Daily management of cases that the individual is assigned to or assisting with.

Ø  Service level management.

Ø  Workload Management.

Ø  Identifying own education and training needs.

Ø  Collecting initial configuration and diagnostic information and further information and diagnostics if necessary.

Ø  Initial search of Knowledge Base and other information sources and product related documentation as needed.

Ø  Basic analysis of customer query or problem.

Ø  Reviewing cases prior to the next level of Technical Support Analysts.

Ø  Ensuring the correct severity level and priority are assigned to the customer query or problem.

Ø  Communicating workarounds and fixes to the customer.

Ø  Verifying that workarounds and fixes are acceptable to the customer and then closing the case. 

Ø  Ability to work outside of normal EMEA hours to support local and international customers will be required on rare occasion.

Technical Skills and Experience

Ø  At least 3 or more years of experience in Mainframe environment, preferably IMS DBA.  Knowledge of the IMS DBDGEN, PSBGEN, and ACBGEN utilities is required.

Ø  Extensive experiences with IBM Mainframe z/OS systems (z/OS 2.3 and higher preferred). Specifically, IBM IMS system (13.1 and later) knowledge and database administration (DBA) experience in the areas of database planning, design, and creation.

Ø  Familiarity with the Full Function/Fast Path IMS Database and Backup/Recovery utilities from BMC Software along with Mainframe tools, programs, utilities and tools,  i.e.; TSO, ISPF, Clist, REXX, SMP/E and z/OSMF.

Ø  Prior experience on projects that required a good understanding of the software development life cycle and methodology.

Ø  Experience in supporting and troubleshooting production issues.

Ø  Experience in assisting to de-bug issues and production problems.

Ø  Experience in recreating production issues


Ø  Customer service and interpersonal skills.

Ø  Problem solving ability.

Ø  Ability to learn quickly.

Ø  Attention to detail and ability to follow procedures.

Ø  Team player.

Ø  Ability to work with local and remote teams.

Ø  Ability to work independently.

Ø  Excellent oral and written communication skills.

Ø  Self-motivated.

Ø  Innovative thinking.

Ø  Good verbal and written English skills are required for all Technical Support Analyst.

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. 

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