*To apply, simply click the button below and email us your CV

Senior ITSM Support Consultant

About the role

This is a pivotal role and is core to stabilizing and growing services support contracts with the customer, both Managed Service and Support and Maintenance. Building solid relationships at all levels within the operations and delivery group is a key part of this role as it is creating an outstanding customer experience. They are senior members of the Service Team and most always present a positive, supportive and professional approach.

Main Duties & Responsibilities

• Assessing Incidents received into the support queue, assigning according to the assignment matrix and 
  responding to customers within the response SLA
• Managing incidents to resolution, ensuring that the customer is kept up to date with their actions
• Troubleshooting BMC Application issues, using resources/tools such as Fusion and BMC Knowledge 
  Base
• Submitting tickets to BMC in the correct format and facilitating all calls/web meetings between BMC 
  and the customer
• Ensuring customer satisfaction
• Working on P1 issues independently or with Service Delivery Managers offering expertise on a technical bridge
• Subject matter expert for one or more BMC application
• Mentoring Juniors
• Medium sized changes and developments for Managed Service customers
• Use of Salesforce for time recording
• Handle special projects with no degradation of ongoing assignments and responsibilities
• Working out of hours where necessary If needed working on-site
• Providing 24x7 support for customers on a rota basis

Skills

• Outstanding customer service skills
• Ability to read / speak English
• Excellent written, verbal and telephone communication abilities
• Strong interpersonal skills – must be able to interact with personnel in multiple business roles
• Self-motivation and initiative
• In depth understanding of BMC Applications to SME level
• Understanding of operating systems, Databases, TCP/IP and network communications
• Understanding of Microsoft Office applications
• Advanced Problem solving and analytical skills
• Ability to prioritize workload and complete tasks within an agreed timescale
• Cognizance of the workload of the rest of the team and proactively assisting with prioritization and 
  technical suggestions to ensure Incidents are dealt with in the most effective manner
• Ability to work under pressure
• Ability to work independently
• Technical skills in MS and Linux Server, as well in Kubernetes and Docker or other related tools are 
  appreciated 

Qualifications

Honours Degree and/or significant commercial experience with BMC products

About Fusion GBS

As a global leader in service management, we help businesses transform their operations with data-driven insights, scalable digital solutions, and measurable results. We take pride in serving a broad spectrum of industries across the world.

*To apply, simply click the button below and email us your CV