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:
(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
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.
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
management) Resolve incident tickets Analyse and resolve problem tickets Experience with technical documentation
closing of Production Support tickets (Incidents & Problems tickets) within defined SLAs (Service
Day-to-Day operations for the SAP FI and CO queries/tickets raised Perform detailed analysis of complex business FICO SAP SD (MM) Config and design ITSM Remedy Ticket handling / SLA management Agile methodology Strong
management) Resolve incident tickets Analyse and resolve problem tickets Experience with VIP and End-user
closing of Production Support tickets (Incidents & Problems tickets) within defined SLA's. Technically closing of Production Support tickets (Incidents & Problems tickets) within defined SLA's. Technically
Application support to all GROUP markets, globally. Ticket and change request creation to service groups responsible