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
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
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
experience as a GES
(Incident Management) tickets. Action and resolve CIM (Critical Incident Management) tickets as required. Actively
closing of Production Support tickets (Incidents & Problems tickets) within defined SLAs (Service
management) Resolve incident tickets Analyse and resolve problem tickets Experience with VIP and End-user
resolving and closing Operational and Maintenance tickets within defined SLA's (Service Level Agreements) and post Go-live support. Operations experience (ticket handling, problem, incident management) Jira and