BMC Software

Yerwada, Pune

BU Description:BMC Helix Support Operations supports and manages hundreds of customers on Helix from across various Public and Private cloud platforms. This position is for support function for Helix ITSM/SmartIT/SmartReporting/CMDB/DWP product lines.Primary Roles and Responsibilities: Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries. Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies. Exercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. Troubleshoots intermediate to advanced problems and recommends appropriate actions. Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways. Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues. Manages customer expectations and competing priorities. Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles. Escalates issues and works directly with Research and Development to resolve complex support problems. May work on customer support related projects as assigned. Periodic weekend work will likely be required.Experience/ Qualifications: 5-15 Years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint. In depth troubleshooting and analytical knowledge in these BMC product areas. Bachelor degree from any stream Full Time