7 service window for both change and incident handling Tickets can be opened as service request or real Service time DAM operations concerning ticket handling: Critical/High/medium/low: 724 Solution time DAM DAM operations concerning incident ticket handling: Critical: 1 Std. High: 4 Std. Medium: 17 Std. Low: DAM operations concerning service request ticket handling: Critical: 1 Std. High: 4 Std. Medium: 17 Std
Go-live support. Operations experience (ticket handling, problem, incident management) Jira and Confluence Go-live support. • Operations experience (ticket handling, problem, incident management) • Jira and Confluence
Go-live support. Operations experience (ticket handling, problem, incident management) Jira and Confluence Go-live support. • Operations experience (ticket handling, problem, incident management) • Jira and Confluence
applications. supports the LRE in post-mortem handling of major and critical incidents. supports the
maintain documentation Analyse operational incidents Handle operational requests e.g., onboarding of use cases
assigned applications supports the LRE in post mortem handling of major and critical incidents supports the LRE
with clients through meetings, calls and emails Handling Tickets and Tasks with the responsibility for
with clients through meetings, calls and emails Handling Tickets and Tasks with the responsibility for
Burndown techniques, numerous Retrospective formats, handling bugs, etc) ROLE: Guiding the team and organization Burndown techniques, numerous Retrospective formats, handling bugs, etc)
Go-live support. • Operations experience (ticket handling, problem, incident management) • Jira and Confluence