Full Job Description
IND Bangalore II
Description and Requirements
"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!
Technical Support Analyst for Remedy Helix ITSM Support / Operations
Who we are and what do we do?
At BMC, transformation is everything. It’s how we bring IT to life for more than 20,000 customers worldwide—82% of the Fortune 500 to be exact. And it’s what energizes our more than 6,000 employees to bring meaningful change to businesses and lives, especially their own. 300+ patents give our customers a strong competitive edge.
We have 35 years of market leadership in IT management solutions. We also have the energy, optimism, opportunities, and private financial backing that makes us feel—and act—more like a start-up that knows no limits.
For you, that means the chance to do more and be more—not only making incredible things happen with technology but also reinventing the BMC business right now.
A career that expands your mind and your horizons. Peers who inspire you, drive you, support you, and make you laugh out loud. An environment that fosters individuality and personal growth. All at a company that is committed to leading the industry in the delivery of digital services for business transformation. That’s BMC.
What do the analysts say?
We can talk about being the best in class, but it means much more when you hear it from unbiased third parties. Gartner and Forrester continually place us ahead of our primary competitors.
Gartner announced BMC Software as a leader for the second consecutive year on August 26, 2015, Magic Quadrant for IT Service Support Management Tools (ITSSM).
The Application Support Engineer is responsible for providing high-level expertise to support Remedy SaaS (On Demand) products for Enterprise customers. The Job Scope includes troubleshooting issues related to ITSM, CMDB, MYIT, and SMART IT products on multiple operating systems, databases, and networks, to provide a timely and accurate response to our customers. Report and validate design defects and enhancement requests.
Primary Roles and Responsibilities:
Provide Level-2 and Level-3 support for the Remedy Helix ITSM application
Respond to and resolve all customer technical issues (via phone, e-mail, and web)
Work with the R&D team and Operations Team on customer escalations and help those fixing issues
Maintain a high level of customer satisfaction
Maintain clear and concise ticket documentation with all required data and fields
Escalate service requests and issues appropriately to other teams (R&D, Operations, DBA, etc)
Exercise independent thought within defined procedures and practices
Manage priorities and act on factors that create priorities
Prepare for and support new products within the technical area
Generate Knowledge Base entries
Dedicated Weekend support (Weekly offs during weekdays)
This is 24*7 operations support so flexibility to work in shifts
Work closely with Customer Success Managers to provide great customer experience
BS degree in CS/EE or equivalent experience
Excellent written and verbal communication skills
Strong debugging/troubleshooting skills
The overall experience of 4-5 years in the IT industry and BMC products like ITSM, CMDB, etc.
Knowledge and understanding of BMC-Remedy Products.
Experience with administration of Windows and UNIX (HP-UX, AIX, Solaris, Linux)
Familiarity with HTML, XML, Java (runtime)
Database experience, specifically Oracle and MS SQL
Directory Service/LDAP, specifically Active Directory
Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy, etc.
Cloud technologies concepts (Kubernetes, Docker, AWS, etc.)
BMC is an Equal Opportunity Affirmative Action Employer. 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, 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.
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! It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.