For support - it's any inexpensive country to save a buck.
Substantial majority of support is being re-staffed to India, Croatia, Costa Rica, Bulgaria, etc
Which leaves the non re-deployed developers to essentially train the new L2 via increase in support tickets to L3 (generally dev)
Which will result in crashing PS scores, increase in escalations and critsits
Nope L2 60%+ reduction in US, German, China, Japan, Brazil, Japan, and Bulgaria.
IMMEDIATE restaffing L2 in Indai, Costa Rica, Coratia/Bugaria.
But close! Cheap labor over experience!
We're told to anticipate horrible NPS scores, highly increased L3 escalations, .... and to put customers first over features ... due to and until the completion of new l2 that currently doesn't know jack sh-t about our product .... for 3-6+ months. Really? And I mean the half of the dev team that wasn't re-deployed .
It’s now Brazil and India
When I was RA'd all support went offshore to India and anything that needed to be touched a call went to a cheap 3rd party company. 2 months after being RA's I get calls for issues from 3rd party company. Told them call India
IBM is cutting costs by layoffs if billable resources… you still need the big glamorous offices for management and the people that are a drag on the GP. Lol!
With offices in NYC, San Jose and RTP they're not cutting costs.
Welcome to IBM… when revenues don’t grow, the only option is to cut costs. Unfortunately for IBM, it always cut costs where they should not.