Address
Form of work Senior consultant SAP Process Orchestration (SAP PO
Incident / Request Management (IR/RR):
Management of tickets transferred by support level 1.5
Diagnosis review
Request for extra information in those cases where information provided in the ticket is not enough for classifying and resolving the ticket.
Resolution of assigned tickets
Report critical incidentes to Incident Management, as per operational process defined
Creation and or update of resolution procedures documentation for repetitive tickets
Small changes/enhancements either proposed by this support team or coming from the client
Estimate small enhancements, and implement them if approved by the client
