Mainframe Technical Support Engineer

Basic Information

Country:

United Kingdom

State:

NA

City:

GBR Office at Home

Date published:

02-Jun-2021

Job ID:

30249

Travel Amount:

None

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 is looking for a Mainframe Technical Support Engineer to join our amazing team.

The Technical Support Analyst is a key role within the organization. In this role, you’ll be working directly with customers to understand their situation from a technical perspective and work with them to a resolution. You’ll also work in collaboration with our amazing teams – Development, Sales etc.


Responsibilities:

  • Obtain a clear and concise description of problems/inquiries relating to installation, functionality or capabilities, while providing accurate, timely responses/solutions
  • Manage customer expectations, evaluate and report software problems\bugs and follow the designated procedure for escalating problems
  • Keep the customer apprised of call resolution status as deemed necessary, update the call tracking system to reflect the status of the call.
  • Provide attention to calls according to Service Level Agreements.
  • Establish and maintain a good relationship with team members, Development, Sales Support and Sales.
  • Participate in developing and maintaining information in Support Central or any other knowledge base for the product line, when applicable.
  • Participate in training and information sharing activities.
  • May act as a technical liaison with the Maintenance and Development team to evaluate and report bugs.
  • Act as backup for other team members when necessary.

Requirements:

  • B.Sc. degree in Computer Systems or related technical field OR equivalent experience in programming or testing software for systems and/or applications
  • z/OS Knowledge from an application developer viewpoint
  • Familiarly with Mainframe facilities TSO, ISPF, JCL
  • Programming Language COBOL, PL/I
  • Transaction Processing CICS, (IMS/TM a plus)
  • Database Experience for example DB2, IMS/DB
  • Understanding of business and architectural issues related to the product.
  • Excellent problem-solving and analytical abilities
  • Communication skills (verbal & written) and customer handling skills
  • Ability to handle multiple tasks concurrently.
  • Ability and desire to continuously increase technical knowledge
  • Team player and collaborative
  • Self-motivated and pro-active

Advantages:

  • 1-3 years customer service experience
  • Experience in Eclipse / Web API / Jenkins / Git
  • Experience in SQL Server
  • Knowledge of BMC Compuware products
  • Mainframe Application Development Platform like Topaz Workbench or IDz
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.