Mainframe Technical Support Analyst

CareerArc Code

CA-PF

Hybrid: #LI-Hybrid

BMC empowers nearly 80% of the Forbes Global 100 to accelerate business value, faster than humanly possible. Our industry-leading portfolio unlocks human and machine potential to drive business growth, innovation, and sustainable success. BMC does this in a simple and optimized way by connecting people, systems, and data that power the world’s largest organizations so they can seize a competitive advantage.

"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 technical support for BMC products and related mainframe software products and some distributed products. The BMC TSA will be the primary interface between BMC and our customers and will interact with BMC Product 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 product and Integration issues, ensuring appropriate resolution time
• 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 evenings and weekends.

Required Skills / Competencies:

• 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
• Inquisitiveness to learn new products and ideas
• 3+ years z/OS systems or major subsystem (STORAGE, IMS, CICS, DB2..)
• AMI Monitor for CICS, AMI Auto Operator or Mainview product experience
• Proficient in the use of standard IBM utilities
• Proficient in the use of RACF commands
• Knowledge of CA Top Secret and CA ACF2 beneficial
• Ability to understand and write REXX code helpful
• Minimum of 3 years with Windows/Unix/Linux operating system management, configuration and security.
• Minimum of 3 years of experience working with a Security Information and Event Management (SIEM) product.
• 3+ years of with Windows/Unix/Linux networking
• Experience with programming languages such as C, C++, C#, Python, JavaScript helpful, but not essential.
• Understanding of Networking concepts
• Understanding of Security concepts
• Strong diagnostics, debugging, and troubleshooting skills.

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 Software, we care about your well-being and offer a range of benefits to support you both professionally and personally:

• Medical Insurance: Comprehensive medical insurance coverage provided to employees.
• Life Insurance: Life insurance coverage offered for additional peace of mind.
• Employee Assistance Program (EAP): Confidential support available for personal, financial, or work-related challenges.
• Milk Stork: A breast milk delivery service for traveling mothers, supporting breastfeeding while on the go.
• Employee Capital Plans (PPK): Participation in a PPK agreement with selected financial institutions, offering preferential financial services and rates. Contributions include:
• Employee: 2% of gross salary (mandatory) + optional voluntary contribution up to 2%
• Employer: 1.5% of gross salary (mandatory) + optional additional contribution up to 2.5%
• State: Welcome contribution and annual top-up in accordance with statutory rules
• Work-From-Home Allowance: A monthly lump-sum allowance of 50 PLN (gross) for all employees of BMC Software (Poland) Sp. z o.o., intended to partially cover home-office expenses such as electricity, internet, and use of personal space.
• Bonus Plan: All employees are eligible to participate in a company bonus plan. Bonus eligibility and structure vary based on role, seniority, and business unit. More details will be shared by the Talent Acquisition team during your interview process.

The benefits outlined on this page are provided as a general guide and are subject to change at the discretion of BMC.

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 140,175 - zł 233,625

Min salary

140,175

Mid point salary

186,900

Max salary

233,625

Min Salary - NEW

140,175

Max Salary - NEW

233,625