analyzed tickets to the Software Corrective Maintenance team and make sure to fill-in Support ticket tracking Documents ticket resolution and ensures proper communication/reporting to customer on ticket resolution administration tools Support ticket tracking tool – in progress tickets Configuration Management document
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:
instructions. Event Monitoring ensures incident tickets for each alert and records corrective actions with knowledge of problem management processes and ticketing systems. Ability to function on a team and possess SDSF, and Mainframe Monitoring.' Knowledge of ticketing tools. Strong problem-solving ability and skills Operator. TSO/ISPF, JES, Z/OS Scheduling Tools. Ticketing System. ITIL Foundation advantageous. Basic understanding
Respond to user software or hardware queries via ticketing system, email or phone Troubleshooting and resolve resolve (or escalate) issue Update the ticketing system, ensuring the call has been logged and all notes
Respond to user software or hardware queries via ticketing system, email or phone Troubleshooting and resolve resolve (or escalate) issue Update the ticketing system, ensuring the call has been logged and all notes
will include routing of tickets, following up, escalation and closing of tickets after customer agreement
(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
candidates applying - Ensure that all calls and tickets are answered and resolved within the Company SLA check and update all calls and tickets. Act on reassigned calls and tickets accordingly. This is a client-facing
regions. Routing of these tickets, following up and escalation and closing of tickets after customer agreement
regions. Routing of these tickets, following up and escalation and closing of tickets after customer agreement