After running into a friend and member of management out having some drinks with friends I have learned NetApp now has level 1 working/being dispatched most cases leaving level 2 with only escalations.
Doing the math - support will be taking a heavy hit. Supposedly this is already in effect. As it would have to have happened over the weekend - Asking weekender team members resulted in a definitive "I can't talk about that".
Extrapolate.
What does it mean that support is going to Level 1? What about Level2 folks?
Many thanks L1 TSE :) Does it mean that the EMEA Support can sleep in peace? The lay offs in emea are scheduled to be done few weeks later due to a legal process.
I can confirm as an L1 TSE (and no, I'm not an idiot that convergys hired - I'm a military vet who wanted a change in pace) that the following is implemented: Data protection, NAS (CIFS/NFS), Hardware & Core verticals are in place. Our last hire group of 10-12 TSEs we retrained for secure customer support - not tech support. Our initial customer response team was hit HARD today with the restructuring, call/case routing. This is the 2nd layoff in 6 months in the few years I've been employed.
For us, there has been much debate into the overall financial stability and business prospectus (or HUGE lack thereof) of NetApp. Calls have been waiting for as long as 1 hour+. With this ridiculous amount of "restructuring", it's only a matter of time before customer service suffers at the hands of some greedy ass hands. Our support structure is already in place in Bangalore and by the looks of it (word around the office), both L1 and L2 support entities are questioning the company's ability to manage what is undoubtedly going to be an IT titanic disaster!
All in all, if the CEO cared so damn much he wouldn't be keeping his bank account so damn full while the junior work force gets the rear admiral to the keister. Start looking elsewhere, boys and girls... its going to get ugly.
Guys, does any of you have this confirmed? Any news regarding emea?
Zero Chaos used to be who ntap used to hire their student contractors and the handful of FT contractors they had for QA in Wichita.
Look at how many Convergys engineers work/worked in RTP, Wichita, and Amsterdam. They do not hire idiots but people who have been impacted just like those being impacted today but wanted to work in IT. The market has not been kind to any IT professionals. You've got countless years of IT experience in their offices and many are passionate about their work and commitment to NetApp. I'm sorry you have such a low opinion of people who are working their butts off to provide a quality experience for the NetApp customers.
@Gb5wk8A-1pbk - only other vendor I know is Zero Chaos. Convergys is worthless, they hire idiots and turn a blind eye to TSEs breaking policy if their numbers are good. People learn to game the system and cherry pick calls that are easy and NetApps customers suffer because of it.
L1 ... so that's Convergys? Kahl mentioned a second vendor ... anyone know who it is?
I can confirm l1 is now fronting all cases. can also confirm it began this weekend. 13 l1 tse's on weekend days and 6 on weekend nights.
L1 does have a minor vertical system in place - but not all of the verticals are covered by it, maybe half.
L1 has been dispatched 'the majority' of cases for a long time now, and yet they still solve the same amount. They're getting dispatched more cases, but just as many are still being filtered to L2 for 'escalation' (I.e. resolution) as there has been in the past.
Ouch
Can confirm that Level 1 has verticals. Secure CSR/LSS and dispatch are also being moved to the same contractor.
Non-secure dispatch will be in Bangalore.