complaints, dispatches tickets, and monitors the progress of problem tickets until they are closed. B) personnel to distribute, escalate, and close problem tickets in accordance with contract requirements. C) Escalates
tasks and tickets as required Action and resolve CIM (Critical Incident Management) tickets as required Management) tickets Raise and lead tasks PM (Problem Management) tickets as identified Handling Tickets and Tasks the organisational Agile Working Model Performing ticket duty services as and when required in-line with
(Incident Management) tickets Action and resolve CIM (Critical Incident Management) tickets as required Raise Management) tickets as identified Action and coordinate CM (Change Management) tasks and tickets as required
incident handling Tickets can be opened as service request or real incident tickets. The solution time time is equal for both ticket types. There are no exceptions concerning public holidays. Service time DAM DAM operations concerning ticket handling: Critical/High/medium/low: 724 Solution time DAM operations operations concerning incident ticket handling: Critical: 1 Std. High: 4 Std. Medium: 17 Std. Low: 35 Std. Solution time DAM operations concerning service request ticket handling: Critical: 1 Std. High: 4 Std. Medium:
tasks and tickets as required Action and resolve CIM (Critical Incident Management) tickets as required Management) tickets Raise and lead tasks PM (Problem Management) tickets as identified Handling Tickets and Tasks the organisational Agile Working Model Performing ticket duty services as and when required in-line with
Ensure logging of all support requests within a ticketing system (either ITS or customer owned) Perform Ensure resolution of escalated tickets in the ticketing system and monitor ticket ageing for assigned site
as possible. THE ROLE: Resolving incidents and tickets for S4/Hana Finance modules handling, including integrations modules. Resolving incidents and tickets for Controlling, modules' cost centre, cost elements integration with other modules. resolving incidents and tickets for Project systems and internal order integration
(Incident Management) tickets Action and resolve CIM (Critical Incident Management) tickets as required Raise Management) tickets as identified Action and coordinate CM (Change Management) tasks and tickets as required
and integration deployments Logging and tracking tickets to external support Troubleshooting deployments developers with the right companies in the right roles. Check out the e-Merge website www.e-merge.co.za for more
Raise and lead tasks PM (Problem Management) tickets as identified for SAC, AFO & Datasphere Platform and coordinate CM (Change Management) tasks and tickets as required for SAC, AFO & Datasphere Platform