Technical Supp Analyst

Basic Information

Country

India

State

Maharashtra

City

Pune

Date Published

27-Oct-2021

Job ID

32071

Travel Amount

None

Description and Requirements

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 and US 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)

·       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.

QUALIFICATION:

REQUIRED SKILLS:

Technical Skills and Experience

·       At least 3 – 5 years of experience in z/OS Db2  administration and/or system programming. 

·       Mainframe software maintenance experience – install, configuration and customization. Experience of SMP/E and z/OSMF preferred.

·       If possible but not required working experiences other Mainframe subsystems like  IMS, CICS, VSAM, MQ and others.

·       Familiarity with Mainframe tools, programs, utilities and tools,  i.e.; TSO, ISPF, Clist, REXX.

·       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.

·       Up to 5 year of experience in an IT environment.

·       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.

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