Staff Specialist Technical Support Analyst

Basic Information






IND Pune - Business Bay

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Description and Requirements

Candidates must have extensive working experience with IBM Mainframe z/OS systems (z/OS 2.1 and higher preferred). Specifically, IBM IMS (13.1 and later) system knowledge and system programming experience with the IMS Transaction Management (TM) aspect of IMS. 

The ideal candidate for this position has been an IMS Systems programmer for more than 2 years, and has experience installing/customizing/utilizing the BMC MainView IMS Offline/Online/DBCTL products.  Experience and knowledge is desirable using the BMC System Administration products, and IMS Connect specifically.

Primary responsibility involves gathering problem documentation, re-creating customer issues and interacting with customers via phone, email, WEBEX, and our customer support application.

Responsibilities include:
- Testing product fixes prior to delivering to customers
- Processing/packaging new solutions to make them customer ready
- Setting up test environments for problem re-creation, fix validation
- Reviewing technical documentation
- Solid support experience working in the IT Industry
- Good interpersonal skills, including verbal and written communications
- Ability to maintain professionalism in stressful situations
- Perform job requirements on a daily basis with a high level of autonomy
- Ability to multitask, balance priorities and a strong desire to help people solve problems are essential
- Act as knowledge champion in creating and improving the quality of Knowledge Base 
- This position also requires participation in an on-call (off-hours/weekend) rotation

TSAs must demonstrate working knowledge of the products they support and are able to troubleshoot complex customer issues with limited assistance.  They possess a strong general technical background and/or education that enable them to understand the products they support.  TSAs strive to provide customers excellent initial and follow-up response and make good decisions about when to escalate issues to ensure excellent customer service.  TSAs provide product and procedure mentoring for new-hires.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.