Rocket Software Looking for Technical Support Engineer III at Pune, Maharashtra Full Time

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

Job Description Summary:
Technical Support Engineer III (OMEGAMON)

Technical Support Engineer III (OMEGAMON)

About Rocket: Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive; Rocket solutions power the back-end systems for thousands of brands we interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We’re people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, MA, with 31 offices around the world.

Description: The Technical Support Engineer (TSE) will be part of a team of support engineers in a fast-paced support organization with the primary mission to provide world class support to Rocket’s customers and partners. The TSE will assist Rocket customers with questions and problems regarding the installation, setup, configuration and functionality of Rocket Software products. This person will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions. The TSE will work as part of a team with minimal direction.

The successful candidate will be able to:
Able to assess customer needs and set expectations

Taking ownership of customer issues and seeing problems through to resolution.

Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.

Able to use testing tools for troubleshooting.

Properly escalate unresolved issues to appropriate teams.

Work with customers via their preferred communication channel(s): phone, email or chat, until they’ve solve a technical issue.

Provide prompt and accurate feedback to customers, within SLA agreements.

Document technical knowledge in strategic content repositories

Prioritize and manage several open issues at one time.

Ensure all issues, analysis, and customer communications are properly logged.

Collaborate on customer situations/escalations as required.

Verify accuracy of business impact statement as provided by the customer

Perform with limited direction, problem verification by confirming a customer’s environment, error messages, and symptoms of a problem.

Researching moderate to complex cases using knowledge bases, documentation, etc.

Preparing, recommending, and guiding the customer through implementing solutions.

Write collateral at an appropriate level

Mastery of creating case tracking details for use by team members for similar/future problem resolution

Assist other TSEs at various levels

Accountable for team and individual results

Participate in internal projects and other work as directed

Self-directed learning to expand expertise of Rocket Software products

Contributes to training content, as necessary

Available for some after hours, weekend, and holiday work

Qualifications:
+5 + years’ experience as a Technical Support Engineer.

Excellent troubleshooting abilities.

Strong soft skills.

Ability to read and analyze Dumps/Error Logs.

Ability to identify and complete tasks in a dynamic environment.

Ability to effectively work with customers to resolve problems.

Familiarity with electronic issue tracking systems.

Excellent written and verbal communications skills.

BS degree in Computer Science/Information Technology or equivalent experience.

Must have strong interpersonal skills with the ability to manage time sensitive customer related issue.

Desired Experience:
5+ years’ experience Systems Programming

Experience/knowledge of CICS on z/OS Systems Programming.

Experience/knowledge of Messaging on z/OS Systems Programming.

Experience/knowledge of XE for z/VM and Linux Systems Programming.

Experience/knowledge of JVM on z/OS Systems Programming.

Experience/knowledge of ITCAM AD/TT Systems Programming.

OMEGAMON Systems Programmer or Tester is a Plus.

Experience with REXX, z/OS, JCL, ISPF, TSO

Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to [email protected]. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!