I don't get why we are laying off people in support? It takes long enough to get SR's assigned and worked on and that's with the people they have.
I suspect they are getting ready to acquire and will be leveraging that to augment and backfill support with younger (cheaper) people.
I think there are cumbersome bureaucratic internal processes that can (and are) be ignored if someone wants to get something done, but are easy to hide behind if not. Lots of hot potato on who owns an action.
Why does OCS create SRs? OCS and our implementation partners are our largest generators of SRs. We have some very good people in OCS but we also have people with no time to learn a product. That's common across all SI and they will all lie to their customers to get the job. Sure, they are a platinum partner. Just not for xxx product. They leave that detail out. Some SI hire people who's only qualification is knowing how to call Support. Everyone likes to dump on support but when a person who was specifically hired as a consultant who is supposedly an expert does not know what they doing, they call Support for answers and for someone to blame for their inability to deliver. It all comes down to product complexity and quality and how well a company enables the people directly working with customers. I was just hearing a lot about how we have people who will be helping with their azure/oci connections. If that's so, why are they large customers with long running problems that, on face value, seem rather simple but just don't get ops attention. I think our efforts to help customers implement are disjointed and unfocused and there are probably too many groups who end up doing too little actual work. Is our field enablement and support really up to level that it should be. What do other companies do? Do we invest enough in getting our frontline support trained and provided with the tools and access to the actual hands-on experience they need? Are our process streamlined to make the customer experience of raising an sr easy? When a support person needs assistance from ops, how easy is that to get or is there pushback. Are we really focused helping customers or are we.focused on creating internal processes that end up slowing everything down because people are afraid to actually step and take.responsibilty.
I know some people who were let go very recently for "performance issues" but layoffs? What product group(s)? Mostly though, people are stampeding out the door. Support is bleeding people and I don't blame them, the stooges don't even try to hide their contempt for support people. Now that the economy has so many unfilled jobs, they're taking advantage of it.
Were these the support layoffs supposedly coming last Thursday and today that never materialized? Still waiting maybe its next Thursday.
Most OCS engineers can't even install most of our products without handholding from Support. They don't have the skills or motivation to learn how to do this stuff on their own. That entire group is a parasite on the rest of the company.
Implementation partners and OCS (especially) should know the products better. Why does OCS log SRs anyway? Can’t they search and query Development like Support does?
Money, money, money in the stooges bank accounts
Who is getting laid off in Support? I've heard nothing about this.