Mainframe Technical Support Analyst (Security)

TL;DR

Mainframe Technical Support Analyst (Security): Delivering technical support and resolving issues for BMC AMI Ops products within mission-critical mainframe environments with an accent on troubleshooting and maintaining customer satisfaction. Focus on collaborating with Engineering and R&D teams to improve internal processes and the customer experience.

Location: Hybrid: You may occasionally be required to travel for business, Warsaw, Poland

Salary: zł 139,755 - zł 232,925

Company

BMC empowers nearly 80% of the Forbes Global 100 to accelerate business value faster than humanly possible.

What you will do

• Manage, troubleshoot, and resolve technical issues related to BMC AMI Ops products within defined service levels.
• Respond to customer inquiries via phone, email, and web channels, providing accurate, timely, and professional solutions.
• Document all customer interactions, diagnostic steps, and resolutions in BMC’s issue management systems.
• Collaborate with Engineering and escalate issues to R&D as needed, ensuring visibility and progress on critical cases.
• Maintain a consistently high level of customer satisfaction by applying both technical insight and effective communication.
• Contribute to knowledge capture initiatives and support continuous improvement in internal processes and customer experience.

Requirements

• You have hands-on experience with BMC AMI Security Products, such as AMI Datastream, AMI Resident Security Server (RSS), or AMI Enterprise Connector products
• Understanding of IBM mainframe operation, including creation of various SMF (System Management Facility) records of mainframe activity
• Understanding of mainframe security, including knowledge of mainframe External security manager (ESM) products such as RACF, ACF or Top Secret
• Solid understanding of security certificate concepts to facilitate secure communications between parties (creation, reading, troubleshooting)
• Solid experience with Linux and/or zLinux
• Understanding of TCP/IP and network diagnostics

Culture & Benefits

• BMC’s culture is built around its people.
• BMC lets you be YOU!
• Attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!