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BMC Software
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Technical Support Analyst

Technical Support Analyst

BMC Software

3 - 6 years

4 - 9 Lacs

Pune

Posted:3 days ago| Platform:

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Skills Required

confluence java saas debugging jira python operational support docusign atlassian remedy sharepoint disaster recovery technical support itil process data center incident management application support agile methodology itil customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

You will be responsible to analyse & resolve Level 2 issues for applications developed in Java, and other SaaS based applications.

Work independently on the Incident Management Process.

Good understanding of Java, Python, or any basic programming language.

Good Team player and quick learner.

Willing to learn and work on new technology/ tools will be required.

Investigate, understand, and help the users with their requests/issues.

Handle user communication over phone, instant messenger, or email.

Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.

Familiarity with Agile methodology.

Support monthly maintenance activities done over the weekend.

Handle on call responsibility in rotation (once every 3-4 weeks).

Support disaster recovery activities.

Knowledge of XWiki administration will be an added advantage.

Atlassian products/ Jira Administration knowledge (server/data centre) will be an added advantage.

You will develop, co-ordinate and promote the effective functioning of problem management activities by working with support and development teams.

Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).

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

3-6 years of hands-on experience working for applications developed in Java, and other SaaS based applications.

Working knowledge of applications like XWiki, Confluence, SharePoint, Docusign will be preferred.

Should be comfortable working on Support project with prior experience in support.

Well versed with configuration and debugging of applications.

Excellent communication skills with the ability to work effectively with end-users at all levels of the organization are a must.

Ability to work independently and in a team environment with ownership and accountability.

Strong analytical and problem-solving skills. Demonstrates a proactive and structured problem-solving approach.

Whilst these are nice to have, our team can help you develop in the following skills:

Knowledge of ITIL Process/Remedy application will be added advantage.

Ability to understand and practice ITIL methodology for support

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Technical Support Analyst