Cairo site will be doing layoffs this monday and for the next 2 weeks. The team scand engineers have been offered positions with partners but not many have accepted... going to be interesting to see how coverage in isg and dpd will be in emea do to the loss of this center...
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So any news about this?
Any actual closing date confirmed yet?
@cs Yup, exactly lol. "sorry but, i will do that needful thing you demand of me once you use the correct form, fill it out PROPERLY, and ACURATELY." So yes, I will do "the needful" by asking you to "do the needful" so that I can "do the needful."
@cm OMFG, I despise that line more than anything in the fkn workplace world lol. "do the needful," bch, I will do what I need to do, on MY own time, and if your cr-p isn't correct then I WILL do the "needful" and reject your request. They (we know exactly who 'they' are here... - act as if we are their "servants" and that they are always correct and 99% of the time, they aren't. AT ALL.
THANK GOD I don't have to work much with "those" people anymore... Perks of not working in the corp environment I suppose?
@g5 Not sure what product you support, but my team in AMER is just 7 people. We routinely receive 10+ "sev 1" turnovers per day from EMEA. If a turnovers isn't getting picked up it's because we've all already picked up 2. On the flip side my shift ends at 4 PM, but if something needs to be handed over to APJK I have to say until 6 or 7 PM before anyone will pick it up. More often than not the problem is fixed by then so the APJ person essentially gets a free case accept and closure.
@d2 when I worked in support, we were told to avoid doing a TO as much as possible. So I had to manipulate the customer into waiting until the next day, which actually worked quite well!
However, we are 24/7 Support and they have all the rights to get what they are paying for!
That said, when we really did have S1s where a TO was really needed, we were told not to drop the Zoom session and stay until AMER takes it over.
Do you know how many times I had to wait two to three hours after my shift until finally someone took the case? Constantly bombarding every WFM and manager by sending follow up emails on where is the next TSE?
Until I had enough of waiting and started to just walk away from my laptop and advising the customer to call CST if someone doesn’t join in the next half an hour.
You really think that the resources are the issue? Or could it be the LACK of resources?
Three years in a row I worked with NO breaks and often unpaid overtime. I had borderline stroke (I have to take meds now probably for the rest of my life).
So yeah.., I really don’t know what EMEA people are doing over there!?! 🤯🤯 *scratching my ba**s
So sad to see. Lots of good people there, and at least used to be around 1500 between two buildings. I was there the first week of March, 2020 - yeah - the week the world started shutting down. Had to cut a second week of my trip short, which would have been to Bratislava, and catch a flight home.
@cj You're not wrong, but consider this. EMEA support is in office until 11 AM my time. My shift starts at 6 AM and Basically the entire EMEA team ghosts at 6 AM, so what the he-l are they doing the last 6 hours of their shifts? On top of that when i start my day there's almost always a dozen more cases for EMEA bases customers that are an hour or more past SLO, which trigger tbe question of what the he-l they were doing during the first hours of their shift.
@cm many of our customers in AMER outsource their internal IT jobs to India, so we absolutely get a lot of "do the needful" all day every day. It is fun to play the uno reverse card on them and tell them that they need to do the needful after proving the problem they called in for isn't on their storage array.
Pity.Always wanted to see the pyramids.
With the Follow the Sun policy, overlapping cases are inevitable, and once they land in our queue outside the region, it becomes impossible to handle everything in a timely manner. The issue is that upper management seems to forget that 90% of people don’t speak English when calling tech support. What was intended to be smooth, frictionless support often turns into a real handicap in practice.
Going global in the 21st century is basically showing up to World War II with a sword and a shield, thinking you’re ready for battle.
@ad ISG support engineer here and I can confirm. Of the 21 cases in my backlog 17 were assigned to me after EMEA team allowed SLO to expire.
what did they do in Cairo?
No news here. AMER support takes 2/3 of the calls EMEA should be taking anyway.
Yeah I've heard the same...