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 time DAM operations concerning service request ticket handling: · Critical: 1 Std. · High: 4 Std. · Medium:
management) · Resolve incident tickets · Analyze and resolve problem tickets · Any additional responsibilities
safe and successful. · Following up on incident tickets to make long term improvement. · Actively making making suggestions to reduce the number of problem tickets. · Proactive improvements in daily IT operations
management) o Resolve incident tickets o Analyse and resolve problem tickets · Experience with VIP and End-user
lifecycle, change management) o Resolve incident tickets · Any additional responsibilities assigned in the
resolution, and closure of production support tickets within defined SLAs. Design user interface transactional
lifecycle, change management) o Resolve incident tickets · Any additional responsibilities assigned in the
closing of Production Support tickets (Incidents & Problems tickets) within defined SLA's. · Technically
(authentication: SAML / OIDC provisioning: SCIM) o handling Tickets and Tasks with the responsibility for closing the
through meetings, calls and emails · Handling Tickets and Tasks with the responsibility for closing the