Providing omni-channel support for complex questions/problems for product suites to ensure our customers achieve their desired business outcomes.
Delivering a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed to ensure our customers are able to use our products efficiently and effectively.
Maintaining a professional attitude and utilizing technical expertise in order to resolve problems quickly and effectively.
Acting as a first-level interface with customers when problems/questions are identified with Broadcom Software.
Requesting documentation for review and analysis to determine the problem and provide applicable maintenance to resolve the problem(s) if available.
Efficiently utilizing available resources to review and analyze the documentation when it is sent by the customer.
Uploading the logs, dumps, and other documentation to the mainframe for review.
Attempting to recreate the error(s) on available mini systems, if the problem has not been previously reported or no maintenance currently exists.
Engaging Sustaining Engineering (SE) to further analyze the data when necessary.
Obtaining advice on possibly providing an existing fix.
Allowing SE to create a resolution and provide to the customer.
Handling multiple cases efficiently and provide clear communication to colleagues or SE to prevent issue aging before a resolution is found.
Following documented guidelines for case hygiene to provide clear, concise, and timely updates.
Acting as a teammate and collaborating with colleagues to provide efficient, continuous coverage when necessary.
Uploading documentation and maintenance to cases for colleagues when necessary.
Constantly striving to expand product knowledge through strengthening of analysis, formal learning opportunities, and self-study, when available.
Keeping abreast of technical and environmental changes, and tools to strengthen analytical skills.
Writing, revising, or archiving knowledge documents as needed and providing to customers when appropriate.
Coaching and assisting less-experienced team members to become more self-sufficient and confident in their role(s).

Requirements

Bachelor's Degree or global equivalent in Computer Science or related discipline
Technical and professional certifications as applicable to the position.
Typically 8+ or more years of related professional experience in a Mainframe environment working in Software Support or Systems
Proficiency in z/OS mainframe environment
Experience with z/VM Operating System, System Administration and Configuration
Strong foundation in z/VM configuration
Knowledge in Assembler language
Some experience managing and supporting Linux VMs in a z/VM environment
Knowledge of Mainframe Architecture and Operations
Experience with SMP/E , z/OSMF , USS (Unix System Services), TSO/ISPF, S DSF, IPCS and other z/OS utilities
Experience working with and knowledge of TCP/IP concepts and basic networking including FTP and Telnet processing
Experience working with and knowledge of VTAM and TN3270 session management
JCL knowledge for job submission, troubleshooting, and batch processing
Experience with REXX, CLIST, or similar scripting language
Experience working in production mainframe environments
Ability to diagnose and resolve technical issues related to z/OS
Knowledge or familiarity with Broadcom Mainframe Products, in particular NetMaster, SOLVE:access, and VM:Manager Product Suite
Familiar with IBM's VMSES/E, the VM:Manager products are VMSES-based installs and serviced using VMSES
Knowledge of guest operating systems supported by z/VM such as Linux, z/OS and z/TPF
Understanding of security concepts, security features within z/VM and security best practices
Ability to diagnose and resolve technical issues related to z/VM

Benefits

Medical, dental and vision plans
401(K) participation including company matching
Employee Stock Purchase Program (ESPP)
Employee Assistance Program (EAP)
Company paid holidays
Paid sick leave and vacation time
Paid Family Leave and other leaves of absence

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

z/OSz/VMAssemblerLinux VMsSMP/Ez/OSMFUSSTSO/ISPFJCLREXX

Soft Skills

empathyexpertisevaluespeedproblem-solvingcommunicationcollaborationcoachinganalytical skillscustomer experience

Certifications

Bachelor's Degree in Computer ScienceTechnical certifications