Description
"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!
The Technical Support Analyst (TSA) provides Mainframe Software technical support for BMC AMI Ops products, specifically the BMC AMI Ops Monitor for CICS product, and related software products.
The BMC Staff TSA will be the primary interface between BMC and our customers, and will interact with BMC Engineering teams to ensure all problems are resolved with the highest levels of customer satisfaction through quick and thorough remediation of customer issues.
Responsibilities:
- Manage, troubleshoot, and respond to customer issues on BMC AMI Ops product family and Integration issues, ensuring appropriate resolution time
- 5+ years z/OS systems or major subsystem (STORAGE, IMS, CICS, DB2…)
- AMI Ops Monitor for CICS, AMI Auto Operator or Mainview product experience
- Proficient in the use of standard IBM z/OS utilities
- BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications
- Responding to and resolving all customer enquiries (via phone, e-mail, web)
- Identifying and reporting functional defects to higher levels of Support and R&D
- Maintaining high level of customer satisfaction
- Properly documenting all customer interactions and troubleshooting actions into the BMC issue management systems
- Escalating service requests and issues appropriately in a timely fashion
- Exercise independent thought within defined procedures and practices
- Manage priorities and act on factors that create priorities
- Work collaboratively with other BMC product teams
- Capture and share knowledge
- Willingness to participate in on-call support during designated weekends on a rotational basis
Required Skill / Competencies:
- Customer-service oriented.
- Communication skills (verbal & written) and customer handling skills
- Proven problem solving and analytical ability.
- Excellent organizational/time management skills.
- Ability to handle multiple tasks concurrently.
- Analytical and problem-solving abilities
- Ability to learn and effectively utilize Customer Support tools/resources including Salesforce, Jira, Wiki
- Inquisitiveness to learn new products and ideas
- z/OS knowledge
- Willingness to participate in on-call support during evenings and weekends on a rotational basis.
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.The annual base salary range represents the low and high end of the BMC salary range for this position. 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 range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is zł 107,625 - zł 179,375
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