the helpdesk at truist is more than just a helpdesk by the way. some of those those service now catalog items and automation you mentioned are done at the helpdesk. not to mention the virtual agent in service now as well as reporting. the phone call side has mostly been offshored, but there is a lot more to the helpdesk than that these days...
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Why would any US employee be happy with their job being sent Overseas? Why would u comment such useless information.
You sound like our out of touch leadership with comments like this. Really sad that there are attitudes like this out there.
I am sorry for how sad on the inside you must feel to post something like this. I hope it made you feel better for a bit.
No one is irreplaceable. Everyone's job can be done by someone else. Techies are a dime a dozen. Sorry you are losing your job and your feelings are hurt. Now, get over it and move
No one is irreplaceable. Everyone's job can be done by someone else. Techies are a dime a dozen. Sorry you are losing your job and your feelings are hurt. Now, get over it and move on.
@2cvn, in exchange for all those teams, leadership will get bigger bonuses and PowerPoints with SLAs.
Beau Cummins area is being outsourced to India as we speak .
Helpdesk has been largely outsourced to India since the merger completed but we’re not talking about that kind of IT support.
We’re talking about the people who keep the lights on and the people who build new infrastructure and platforms and the people who maintain the tools and processes those people use to do their job.
Operations teams (ex: Linux ops, SQL ops, ESX ops, web ops, network ops) who manage the 80,000 some servers and other devices in the environment and the software that runs on them which host our entire portfolio of I think 200ish applications (haven’t checked the count lately). They work incidents to keep things up and running, and the most experienced of whom are constantly putting out fires because the environment is always changing.
Engineering teams like distributed systems, middleware, network, virtual.. who set standards and build out new servers or platforms for applications to run on. Who are constantly having to learn new technology and figure out how it will fit into our environment at Truist. And automation teams who try to facilitate that work and set standards for automation across all orgs. Or engineering for different tools used at the bank like Splunk (which is relied upon by cyber security) or HP Server Automation or Network Automation or all of the various things the other teams need to do their jobs well, because god knows I don’t know them all.
Oh not to mention mainframe stuff which is the bedrock of the bank, old a-s systems running on COBOL (good luck finding anyone who knows COBOL in this day and age, you best be paying well) but which do all of the heavy lifting when it comes to processing the absurd amount of transactions any bank has to process.
And then there’s teams that manage ServiceNow which is our system of record and of paramount importance as well. Teams that design and manage the CMDB or API endpoints used to integrate with it. Skeleton crews that have to build out workflows (those catalog requests that generate RITMs) for every team that needs one. Teams that help build dashboards and reporting for upper management and other teams that need them.
Oh that reminds me. You’ve got incident management (TCC) and problem management that help facilitate incident or problem resolution, maintaining the bridges people join when there’s a fire, tracking what is said and done, following up on root cause analysis, etc. And change management who tries to review all of the changes that go on in our environment and make sure the proper paperwork was done and processes followed to hopefully prevent those incidents from occurring.
There’s a Collaboration team that manages email/Microsoft exchange servers and Teams and the virtual events that every upper manager organizes on the daily and the conference rooms that integrate with them.
And there’s monitoring teams for managing the systems that monitor our applications and servers, and certificate management and business process management and a plethora of other stuff. The list goes on. I’m sure there’s many many other teams I’ve left out, some that I’m not even aware of.
This org is more than just “IT support” and has a lot of complex, moving pieces, just as our environment is a lot larger and more complex than a new person or someone outside of IT can even begin to imagine. I know I had no idea just 5 years ago.
There’s a sentiment that goes around in business circles that regard IT as just a cost center, because we don’t make money directly for the company like sales people do. But we’re critical nonetheless, and while the tech folk know this, it’s usually learned the hard way by management and non-tech people.
The worst part of this is that there’s a select group of leaders making all the decisions without engaging the teams that will be affected. There are managers that have no idea what’s coming for their teams and other leaders are making decisions on their behalf without even understanding what those teams do. The approach they are taking is extremely reckless and risky. The lack of transparency even among the managers is disgusting. By the time they realize that a lot of functions they expect offshore to do can only be done by an FTE with institutional knowledge it’ll be too late. The damage will be done and we will have fired the people we need to continue growing and figuring out how to be a big bank. There is SO MUCH MORE to Engineering and Operations than a list of repeatable tasks with a corresponding procedure to follow. Our senior leaders are out of touch and don’t understand what the impact will really be.
There are tens of Indian languages apart from Hindi. Learning is a wonderful thing.
Depends on the outsourced location in India - Bangalore speaks Kannada and Hyderabad speaks Telugu and Delhi speaks Hindi.
What functions are outsourced? Some form of IT support is already with vendors isn't it?
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@1cfc+1rZSBhMh They cannot cut all engineering teams to 2 FTEs. Certainly there is a lot of chaff everywhere, but that would result in regulatory disaster. Some things can only be so much of a skelton crew and no 3rd party is going to take on Truist's regulatory responsiblity. But if you are on a bloated security/engineering/IT team supporting a garbage software/platform and you can't pick out a few people on your immediate team who are worse than you/do less, then maybe be worried.
Learn to speak Hindi…..and code
Departments in Beau are bring outsourced
Good info, anon@1cfc. Thanks
Man, we need a politician that penalizes companies for outsourcing. It might be cheaper but it's stifling the growth of good men and women in our communities. And I'm saying that as a migrant, not being xenophobic.
It's about Core Technology Operations. Everyone under Dan Stephenson.
I've heard this same thing going around the office. Engineering managers were told they could pick 2 FTEs to keep. Which should work out great when knowledge is spread out across more people than that.
Dan says they realized they made a mistake with VSRP and losing so much institutional knowledge and yet.. they keep doing it.
Prepare to see more P1/P2 incidents with online banking, mobile banking, zelle, and more going down even more frequently than before.
Can't believe we floundered under sh-t management like Steve Aufderheide and Eduardo Joia for so long. 4 years without a god damn operating model. They threw us all under the bus with their ineptitude. So much talent that was chomping at the bit to take us into the future but was unknown. And so much overpaid "talent" with old mindsets that sat around and collected paychecks with managers that refused to put them on a PIP. But I'm sure upper and middle management will get their golden parachutes. SMH.
I have a friend in IT and he was just told his job will be outsourced and he may become a contractor for an outsource company or his job may taken overseas . They will know more this month.
Good morning Saars! Happy to be answering all your questions most urgently! Kindly complete attached spreadsheet containing most urgent requirements! Please to be opening support ticket for proper prioritization and disposition! Your request to be assigned to next available subject matter expert having 30 years experience in all technologies! Thank you kindly Saars!
Kelly sc--wed up big time. Destroyed BBT.
@1ixc+1rZSBhMh -- My thought exactly. Operations could literally mean hundreds of different things. So this post doesn't help anyone.
I thought something was going to the Philippines. Whatever happened with that?
Watching this bank move IT back and forth between India and the US every 5 years is a lot of fun.
IT Operations hasn't been moved to India? Literally a few months ago they were talking about making the ratio 50% offshore to 50% onshore and right now it's more like 80% onshore to 20% offshore. You again must be referring to some siloed off "IT Operations" thinking it represents the entire bank when it just represents your segment. As someone who lives in Charlotte in IT Operations, I can attest that it very much has not been sent to India. Not saying it won't eventually, just saying your information is objectively incorrect.
It's a shame I learn more about what's going on with the company thru this website than thru clear competent communication from company senior management.
Ma’am or Sir if u truely work at the bank u should already know that IT operations was moved to India a long time back . So I do not think this person is referring to IT operations .
I think the person with the "stir the pot" comments was just asking for more details. When you give vague details like "operations", there are so many departments named "Operations" that its meaningless.
What is the exact name of the department being let go? IT Operations? Banking Function Operations? Some other Operations?
It’s about time somebody did the needful.
Insurance did this back when John Howard came onboard back in 2016.
Our department in CP just layed us off moving outsourcing . These r not rumors
To the person that said stirring the pot! Honey this is real . Please do not comment if u do not know what u r talking about. We were given the news that Centralized Ops will now be taken to India . We are very upset and it’s very sad news for all of us.
You should probably reveal more of what you know if you actually know anything. "Operations" is a term for a few different organizations, and the bank is bound by regulatory rules where not all of it can be in India. You want to actually give some details or are you just trying to stir the pot and spread unsubstantiated rumors?
Is this banking function operations or IT operations? Is there any communication?
I sure hope Kelly is happy with his decision to merge with this organization and the dedicated workers he has impacted.
Will customer satisfaction continue to go up?
No surprise here. There will be more it’s the Suntrust way.