Needing timely information during US business hours, but the support team is all based in India and are unreachable until over night.
12 replies (most recent on top)
I do not answer anyone who just types Hello in Teams unless they are someone i work with regularly and have a personal relationship with. Some random? Just type out what you want and I’ll get to you when i can. Typing “Hello” is akin to walking by someone in the hallway.
We used to have similar results in the past. Last 2-3 years though have been really good. They have been hiring higher skilled technologists, who take ownership of the issues. It’s incredibly rare where we are called in after hours to assist or handle escalation. We have solid handoff procedures between shifts. My guess is it matters how mature your team and offshore teams are.
Post from TheLayoff.com
And even then it's often times done incorrectly.
My team used to have on-call rotations where the India team would take 8pm - 8am stateside hours. They couldn't be counted on so now stateside workers have to be on-call 24/7.
We used to have all workers fill out a shared spreadsheet but the BSC had to take over doing that because the Indian workers didn't fill it out correctly.
Just 2 examples.
have you been on a MIM (EACO) call lately? .... like listening in on a tin can, a free for all, with each WFIS caller finger pointing at the other, talking over each other.... what a chite show.
I've got no issue w/ India. Zero drama/complaining and ready to take on any task.
The US workers are better at conversation/building relationships, yet Agile isn't relationship based.
Tasks are the game today and India are the champs.
@chh+1o0AhOtD
"The long term solution to this will be U.S. business hours being changed to better accommodate offshore, not vice versa."
I'm not sure how to tell all our American customers that they will all need to start banking during India regular work hours. Oh, and that the bank will now be closed for the ~60 national holidays a year that India celebrates.
Not the previous poster, but I get the same 3AM messages and all they say are "hello".
Ok.. wtf did you want?
From a previous poster “ I also love getting Teams messages at godda-n 3:00 AM as if I'm going to respond then..”
Why do you care? They are stacking it up for you to address when you get out of bed. So unless it’s dinging by your bedside and keeping you up at night , why worry about it?
The long term solution to this will be U.S. business hours being changed to better accommodate offshore, not vice versa.
I also love getting Teams messages at godda-n 3:00 AM as if I'm going to respond then
Takes at the minimum 2 days to get even the simplest thing done.
This needed a new post?