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Basic Information

Job Name
Technical Supp Analyst - India
Country
India
State
IN_Maharashtra
City
Pune
Date Published
11-May-2026
Job ID
46844
Travel
You may occasionally be required to travel for business
Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

CareerArc Code
CA-PS
#LI-PS1
Hybrid: #LI-Hybrid
This Is Helix. Powered by You.

At BMC Helix, we don’t do ordinary. We’re the AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we’re scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.
Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy! 
BMC Helix is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent. The Technical Supp Analyst is responsible for supporting Remedy and ITSM tools in relation to Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Management, Service Level Management, CMDB/Asset Management and Reporting business solutions. The goal is to support all customers according to and within the agreed customer and inter departmental Service Levels and to attain the targets, metrics and objectives set monthly & quarterly.

Here is how, through this exciting role, YOU will contribute to BMC's and your own success: 
  • You will support Remedy and ITSM tools in relation to Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Management, Service Level Management, CMDB/Asset Management and Reporting business solutions.
  • You should have good understanding of Workflow in remedy.
  • You will develop and maintain foundation data.
  • You will troubleshoot and resolves customer reported issues.
  • You will provide access rights/Security Administration.
  • You should understand software and hardware fundamentals and Basic Knowledge on Unix and Database.
  • You will work in collaboration with different teams to resolve escalated issues.
  • You will follow processes to submit change requests.
  • You should be ready for rotational Shift with no fixed Saturday/Sunday Holiday.
  • You will perform L1 level activities (account creation/restart/cache/log collection).
  • You will do customer interaction, excellent documentation, good problem-solving abilities.
  • You will provide on-call support and production support is required. 
To ensure you’re set up for success, you will bring the following skillset & experience:

• You can embrace, live and breathe our BMC values every day! 
• You have 2+ years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint. 
• You have in depth troubleshooting and analytical knowledge in these BMC product areas.
• You have bachelor’s degree from any stream – Full Time
• You are comfortable with Periodic weekend work (will likely be required).

Why Work Here? Because You’ll Matter.​

We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.​

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same.  Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.​

Make Your Mark At Helix​

If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.​

EEOC Statement

Helix 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 asa 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 1,180,000 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
885,000
Mid point salary
1,180,000
Max salary
1,475,000
Min Salary - NEW
885,000
Max Salary - NEW
1,475,000