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:
management) Analyse and resolve problem tickets Resolve incident tickets Plan and execute infrastructure lifecycle
and successful.
· Following up on incident tickets to make long term improvement.
· Actively
making suggestions to reduce the number of problem tickets.
· Proactive improvements in daily IT operations
management) Resolve incident tickets. Analyze and resolve problem tickets. Experience with technical documentation
Management) tickets
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.
rules, railway operating safety (safe movement on rail requirements), train operations especially in the
rules, railway operating safety (safe movement on rail requirements), train operations especially in the
resolution including handling of incident tickets in ITSM ticketing system. Generic Responsibilities: Take Knowledge of ITSM Solutions specifically BMC Remedy Ticketing tool. Ability and willingness to coach and give
closing of Production Support tickets (Incidents & Problems tickets) within defined SLAs.
· Technically
closing of Production Support tickets (Incidents & Problems tickets) within defined SLAs.
· Technically