Staff Specialist Technical Support Analyst

BMC Software

5 - 10 years

6 - 10 Lacs

pune

Posted:6 hours ago| Platform:

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Skills Required

technical support issue management issue resolution customer service reading support analyst ims salesforce mainview cics programming jira mainframe customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are currently looking for a

Technical Support Analyst (TSA)

to join our expert support team specializing in the

BMC AMI Ops

product family.

In this pivotal role, you will act as the primary liaison between BMC and our customers, delivering technical support and driving issue resolution for mission-critical mainframe environments. Youll collaborate with Engineering and R&D teams to ensure a superior support experience that consistently meetsand exceedscustomer expectations.

Here is how, through this exciting role, YOU will contribute to BMC Software''s and your own success:

Manage, troubleshoot, and resolve technical issues related to BMC AMI Ops products and their integrations within defined service levels
Respond to customer inquiries via phone, email, and web channels, providing accurate, timely, and professional solutions
Document all customer interactions, diagnostic steps, and resolutions in BMCs issue management systems to ensure knowledge sharing and audit readiness
Collaborate with Engineering and escalate issues to R&D as needed, ensuring visibility and progress on critical cases
Maintain a consistently high level of customer satisfaction by applying both technical insight and effective communication
Contribute to knowledge capture initiatives and support continuous improvement in internal processes and customer experience

To ensure youre set up for success, you will bring the following skillset & experience:

You have hands-on experience with BMC AMI Ops Monitor for z/OS, AMI AutoOperator, or other BMC MainView products
You are proficient in standard IBM z/OS utilities and possess a solid understanding of mainframe architecture
You hold a BS in Computer Systems or a related technical fieldor bring equivalent experience in systems or application programming
You bring at least 5 years of experience working with z/OS systems or major subsystems such as Storage, IMS, CICS, or DB2
You excel in customer service and communication, with a proven ability to manage multiple technical issues concurrently
You are eager to learn, skilled in troubleshooting, and familiar with support tools such as Salesforce, Jira, Microsoft Teams, and xWiki
You are open to participating in on-call weekend support on a rotational basis .

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