Technical Support Analyst (Mainframe - CICS)
- Warszawa, mazowieckie
- Stała
- Pełny etat
- Location: Warsaw (hybrid model of work: 3 days office, 2 days home)
- Type of employment: Contract of Employment
- Project language: English
- Providing advanced technical support for BMC AMI Ops Monitor for CICS, AutoOperator, and related MainView products in complex z/OS environments.
- Collaborating with customers to diagnose, troubleshoot, and resolve issues via phone, email, and web, ensuring timely and accurate solutions.
- Reproducing customer environments and issues, documenting resolutions, and escalating when needed to R&D and higher-level support.
- Maintaining high standards of customer satisfaction by proactively managing support cases and communication throughout the issue lifecycle.
- Contributing to knowledge sharing by documenting technical solutions and collaborating across global product teams.
- Working independently within defined procedures and practices, balancing multiple priorities effectively.
- 5+ years of hands-on experience with z/OS systems or major subsystems such as CICS, DB2, IMS, or Storage.
- Practical experience with BMC AMI Ops Monitor for CICS, AMI AutoOperator, or other MainView products.
- Proficiency in standard IBM z/OS utilities and mainframe diagnostic tools.
- BS degree in Computer Systems or a related field, or equivalent experience in systems/application programming.
- Excellent verbal and written communication skills, with a strong commitment to customer service.
- Proven analytical and problem-solving abilities, with the ability to manage multiple tasks in a dynamic environment.
- Familiarity with support tools such as Salesforce, Jira, and internal wikis.
- Curiosity, openness to learning new technologies, and willingness to participate in rotational on-call support during evenings and weekends.
- Employment contract with attractive salary
- Hybrid type of job
- Additional benefits
- Innovative working environment
- Opportunity to develop professional skills