Intro and job overview:

The Senior Support Specialist provides software technical support for Precisely IBM z products to customers/partners by phone or email in a global team that provides support 24x7x365. This includes front line support answering basic to complex questions across the range of Precisely IBM z products. The issues are recorded electronically in a call tracking database for call history and statistical reference. She/he possesses a thorough knowledge of the company’s products and other applications used by our customers and partners.
A Mainframe Software Support Engineer is responsible for solving complex issues and developing unique solutions to make our customers successful. Our customers depend on our highly skilled technical engineers in our customer support group to help drive their success. Strong problem-solving skills, communication, and the ability to develop creative solutions are a must.

Responsibilities and Duties:

• Receive telephone calls and emails from English-speaking customers/partners concerning technical issues. Open Support cases for each call and update cases in the call tracking system on a consistent basis.
• Take ownership of customer/partner inquiries and gather and analyses appropriate diagnostic information. Follow up consistently with customers/partners as promised/agreed upon and subject to published service level agreements (SLAs).
• Escalate internally when necessary and follow through on all commitments. Understand the Severity of the issue and follow the internal escalation paths in a timely manner. Provide escalation assistance.
• Keep customers/partners informed of how and when problems are resolved within the severity levels timeframe, always communicating in a professional manner both verbally and in written form.
• Provide the customer/partner all the steps taken to resolve the incident
• Assist internal resource such as pre-sales or services engineers during product demonstrations, installations, machine upgrades and product upgrades remotely over the telephone and via E-mail.
• Interface with development staff to test and resolve customer/partner issues. Interface with Product Management foe enhancements request
• Compose FAQ’s, document solutions, and knowledgebase items. Review of knowledgebase documentation prior to publication.
• Mentor junior engineers within the IBM z Support team
• You may be assigned as the primary contact for specific high focus accounts. Occasional travel is required for internal meetings, on-site customer/partner assistance, certification, and/or educational seminars.

Requirements and Qualifications:

• A minimum of 5+ years’ experience working with IBM mainframes running z/OS operating system is required. Ideally, this is in a systems related role, such as Operations or Systems Programming.
• Working knowledge of major z/OS ecosystem and subsystem components - JES, DFSMS, WLM, DB2, CICS, RACF, SMF, SMP/E, VSAM, IMS and USS.
• Proficient in use of systems tools and utilities – JCL, SDSF, IDCAMS.
• Strong debugging and problem-solving skills, with experience with IPCS and reading system dumps.
• Strong verbal and written communication skills with the goal being to always provide the best experience to our customers.
• Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
• A strong desire to learn new technology and the ability to understand new concepts quickly.
• Understanding of software design principals, software development lifecycle, system design, networking architecture, and database systems and concepts.
• Knowledge and experience with the following are a plus –
  
  • Syncsort Mainframe products such as MFX, Ironstream, Zen, EZ-DB2,
  • z/OS Sorting, batch processing, security, or metric collection.
  • Working knowledge of other OS platforms such as IBM iSeries (AS/400), Linux, Unix, Windows

Hybrid - Bengaluru

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