Why am I expected to teach new hires their jobs to the detriment of my own work? I have too much to do, I don't have time to train others. That's not a part of my job. This is not on the new people, though. They're as frustrated to receive barely any training at all before they're expected to figure the rest on their own. This is on the company. Something has to be done to change this.
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The customer base is gone. You can thank Alan for that final nail.
As a tier3 engineer I would write articles to help others deploy and maintain Avaya equipment however, this took away time from my work and was counted against me. I realized the only thing Avaya wanted from me is more work completed so I stopped. Very troubled company where the CEO thinks anyone with zero training can support the products, what a fool.
Like several have pointed out here, the documentation took a back seat about 15 years ago. Technical writing is an art form. You need to hire people who can document in a way that is easily understood and have logical steps to configuring, maintaining and troubleshooting all facets of the product. It’s a career not to be taken lightly given its importance.
Investments in R&D and support have been gutted since 2007….it won’t get better until the sale happens…the lipstick is being applied….Alan’s DPTW is the lipgloss that is the shiny bright object.
I have to say I've worked for several tech companies and what little training I suffered through at Avaya was the worst by far. Avaya's solution for installing a large business phone system; tech goes out and bangs on the equipment, then the SA bangs on the equipment and then it's the SS's turn to bang on the equipment, then after repeated hours of Tier 3 ba----g on the equipment it seems to work. Kind of. Everyone heads for the tall grass and the mess is dumped in the customers lap. It'll will all be fixed after the next S/W upgrade.
If you want a course on on-prem you are also sent external now as the team found, laughably Avaya itself now needs to pay what was free before for newbies to understand the older base products given a big amount of experts are gone. adds to the slow suffocation. No surprises as Training is in marketing no teachers just videos and Web based click-a-longs as is "how people learn"
The new documentation will look like this “Once you have decommissioned your Avaya server(s), remove from rack. Please be sure to re-cycle as Avaya is a green earth sponsor.”
For those that can remember, the quality of Avaya documentation went dramatically downhill after the initial Lucent to Avaya spin-off in 2000, which coincided with offshoring to Pune, India. The quality never returned...
Primary reason I did not want to continue to work with Avaya products
“It is not just lack of training but lack of documentation as well.
If you look at much of our documentation for using our internal tools, it is either non-existent or was last updated in 2014 and earlier”.
It is not just lack of training but lack of documentation as well. If you look at much of our documentation for using our internal tools, it is either non-existent or was last updated in 2014 and earlier.
This is why when there are opportunities to hire (which is rare in the US), Avaya always rehires ex employees because no one else knows our archaic tools and processes.
The beautiful balance sheet is before everything. Even the customer service is back seat. Avaya is losing customer base because of this, they are losing way more customer base than they are gaining. With customer support not being adequately delivered and two bankruptcies, many customer’s have decided to move on. This will be reflected in revenue decline more and more as time passes. So I doubt your need for training is of a concern. Alan and company are just looking at milking this cow until it’s dry. Be glad you have a job in the meantime. If you are young in your career, better be working on a new plan somewhere else just like the Avaya customer base is doing.