Mainframes Technical Support Analyst

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

13-Oct-2021

Job ID

31371

Travel Amount

None

Description and Requirements

BMC Intelligent Z Optimization and Transformation or IZOT, highlights how BMC is helping our customers run and reinvent with Mainframe. With robust product portfolio, IZOT empowers customers to make the mainframe as adaptive as any other platform and help them to transition their mainframe into an Autonomous Digital Enterprise (ADE).  

Primary Roles and Responsibilities:
As a Technical Support Analyst, you’ll be the first contact for some products and as backup for others mainly during EMEA and US hours. 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)
  • Customer and IT Outsourcing partner relationship management.  
  • Assistance in Outsourcer client support for BMC solutions (install, configuration and customization). 
  • Daily management of cases that the individual is assigned to or assisting with.
  • Service level management.
  • Workload Management.
  • Identifying own education and training needs.
  • Collecting initial configuration and diagnostic information and further information and diagnostics if necessary.
  • Initial search of Knowledge Base and other information sources and product related documentation as needed. 
  • Basic analysis of customer query or problem.
  • Reviewing cases prior to the next level of Technical Support Analysts.
  • Ensuring the correct severity level and priority are assigned to the customer query or problem. 
  • Communicating workarounds and fixes to the customer.
  • Verifying that workarounds and fixes are acceptable to the customer and then closing the case.  
  • Ability to work outside of normal EMEA and US business hours to support local and international customers will be required on occasion.

REQUIRED SKILLS: 
  • Technical Skills and Experience 
  • At least 4 to 7 years of experience in Mainframe environment, preferably z/OS system programming and administration.  
  • Working experiences with Mainframe subsystems like Db2, IMS, CICS, VSAM, MQ and others.
  • Familiarity with Mainframe tools, programs, utilities, and tools i.e., TSO, ISPF, Clist, REXX, SMP/E and z/OSMF.
  • Mainframe software maintenance experience – install, configuration and customization. Experience with either IBM, CA or BMC solutions preferred but not required.
  • Prior experience on projects that required a good understanding of the software development life cycle and methodology.
  • Experience in supporting and troubleshooting production issues. 
  • Experience in assisting to de-bug issues and production problems.
  • Experience in recreating production issues.
DESIRED (NICE-TO-HAVE) SKILLS:
  • Customer service and interpersonal skills.
  • Problem solving ability. 
  • Ability to learn quickly.
  • Attention to detail and ability to follow procedures. 
  • Team player. 
  • Ability to work with local and remote teams.
  • Ability to work independently.
  • Excellent oral and written communication skills. 
  • Self-motivated. 
  • Innovative thinking. 
  • Good verbal and written English skills are required for all Technical Support Analyst. 

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.
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.