Technical Support Analyst - India

Basic Information

Country:

India

State:

Maharashtra

City:

Pune

Date Published:

21-Jun-2024

Job ID:

42020

Travel:

up to 10%

Description and Requirements

CareerArc Code

CA-SD
#LI-SD2

"At BMC trust is not just a word - it's a way of life!" 



We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!  


We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! 
Our IS&T (Information Services and Technology) department provides all the required technology and operational support services to run our business here in BMC! We have over 200 servers on premises to support production, disaster recovery, databases, applications and over 1000 servers in Lab environment. IS&T is transformational not only for BMC but also for the customer experience, because we give a 360 degrees view to the customer about the products they should know, opportunities in the pipeline, and any service issues outstanding with the customer. We use cutting-edge technologies to manage BMC's infrastructure and showcase it to the customers – program is called BMC on BMC!

Job title: Technical Supp Analyst - India

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:

The Support Services organization under IS&T is responsible for providing L2 support for various applications to all the users within BMC. Candidate will be part of the Digital Solutions L2 Application Support team and will be responsible for providing technical support for applications developed in Java, and other SaaS based applications. Job scope includes ability to understand the different components of a typical web application and be able to help with technical support related requests and issues.

Must have worked in a similar capacity with ability to work as a team and drive requests/issues to resolution.

The team participates in several development projects as part of automation framework along with new project release participation, which enables new learning and development opportunities. The team has a mix of functional and technical expertise along with rich BMC process knowledge across different systems and integration platforms.

Primary Roles and Responsibilities:

  •   You will be responsible to analyse & resolve Level 2 issues for applications developed in Java, and other SaaS based applications.
  •   Work independently on the Incident Management Process.
  •   Good understanding of Java, Python, or any basic programming language.
  •   Good Team player and quick learner.
  •   Willing to learn and work on new technology/ tools will be required.
  •   Investigate, understand, and help the users with their requests/issues.
  •   Handle user communication over phone, instant messenger, or email.
  •   Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
  •   Familiarity with Agile methodology.
  •   Support monthly maintenance activities done over the weekend.
  •   Handle on call responsibility in rotation (once every 3-4 weeks).
  •   Support disaster recovery activities.
  •   Knowledge of Confluence/ xWiki administration will be an added advantage.
  •   Atlassian products/ Jira Administration knowledge (server/data centre) will be an added advantage.
  •   You will develop, co-ordinate and promote the effective functioning of problem management activities by working with support and development teams.
  •   Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).

REQUIRED SKILLS:

  •   1-3 years of hands-on experience working for applications developed in Java, and other SaaS based applications.
  •   Working knowledge of Jira Administration will be good to have.
  •   Should be comfortable working on Support project with prior experience in support.
  •   Well versed with configuration and debugging of applications.
  •   Excellent communication skills with the ability to work effectively with end-users at all levels of the organization are a must.
  •   Ability to work independently and in a team environment with ownership and accountability.
  •   Strong analytical and problem-solving skills. Demonstrates a proactive and structured problem-solving approach.
  •   Should be willing to work in rotational shifts (9AM to 6 PM and 3 PM to 12 AM) and on-call (rotational)
GOOD TO HAVE:
  •   Knowledge of ITIL Process/Remedy application will be added advantage.
  •   Ability to understand and practice ITIL methodology for support.

Our commitment to you! 

 

BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU! 

 

If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas! 

 

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender,  gender expression,  gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran.  If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.
At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 1,167,000 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs. 

The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices. 




(Returnship@BMC)

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.

Min salary

875,250

Mid point salary

1,167,000

Max salary

1,458,750