Websphere MQ Administration - Technical Support Analyst

Basic Information







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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 responsible for assisting BMC Software customers with their queries and problems with assistance from other Technical Support Analysts and Developers.
Specific Job functions for Technical Support Analysts (IZOT)
Customer relationship management.
Daily management of cases that the individual is 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.
Daily management of cases assigned to the individual.
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 in US , EMEA shifts on rotational basis

Technical Skills and Experience 
Bachelor’s Degree (BE/B. Tech/BCA/MCA/B.Sc.) with 3-5 years of hands-on experience in IT. Minimum of 2+ years working directly on Technical Support Role.
OS knowledge of Windows, Linux, and AIX Operating System
WebSphere MQ knowledge
Database knowledge and ability to create SQL scripts
Network knowledge / troubleshooting including usage of certificates and security
Excellent Communication skills & experience on working with global customers.
Should be willing to work in rotational shifts.

Customer service and interpersonal skills.
Some java script / shell script programming experience
Basic knowledge of TSO and zOS Operating System
Problem solving ability. 
Ability to learn quickly.
Presentation skills.
Attention to detail and ability to follow procedures. 
Team player. 
Ability to work with local and remote teams.
Ability to work independently.
Innovative thinking. 

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.