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Understanding functional and technical aspects of IBM Certified Associate Administrator - IBM QRadar Security Principles and Practices

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• Have and maintain a system
• Providing regular status updates,
• confirming next steps in problem investigations
• All communication with your End User
• As feasible providing solutions, workarounds or fixes for errors / problems
• Submit content to fill any knowledge gaps that exist in the IBM knowledge based support portal for the IBM SaaS product
• Resolve / answer how-to, education and technical questions and provide best practices consultation
• Managing cases from the first call through to resolution
• Managing End User satisfaction issues
• Tracking customer incidents / cases
• Logging all calls
• Identify unknown errors / problem with the IBM SaaS products, try to debug and resolve and open an IBM Level 2 case for errors / problems that you can not resolve on your own
• For any critical issue (Severity 1) have resources available to jointly work with the Business Partner until relief can be obtained
• Work with IBM on issues sent to IBM Level 2 Support, including getting additional information from the End User needed to reproduce the error or problem.
• Assigning severity
• Obtaining additional information for debugging
• For any critical issue (Severity 1) escalated to IBM, have resources available to jointly work with IBM until relief can be obtained (in line with IBM's standard 24x7 for critical problems). If you are not able to provide resources, the severity may be downgraded.
• Identify known errors and provide resolution to End User
• Having committed responses times
• Qualifying incoming calls verifying each End User's entitlement and determining if it is a new call or a call for an existing incident / case
• Providing regular status updates
• Setting realistic expectations
• Performing technical analysis on error / problem submitted to IBM Level 2 Support
• Add content to IBM knowledge base support portal(s) for the IBM SaaS products to fill any knowledge gaps that exist for known errors or problems
• Include the Technical Support as specified in the applicable
• Implement solution, workaround or fix, as provided by IBM.

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IBM C1000-026 Exam Syllabus Topics:

Reference: https://www.ibm.com/training/certification/C0003602