What are your thoughts? The L1 Support people becoming skilled up to a L2 Product Engineer or Product Field Engineer designation and remain as the owner of the problem throughout the entire duration/life cycle of the issue.
6 replies (most recent on top)
IBM layed off all of the L1 in Tucson, yet did not hire more L1 in Sofia (Bulgaria) and they are already understaffed. L2 will now have to help L1 with their call load. Escalations will have to wait. We already have one client where L2 is required to call them immediately, bypassing L1 all together.
Anticipate short term cost savings, but this will be a chaotic transition, the managers of the newly formed world-wide support teams being completely in the dark as to how this will roll out. Customers will be severely impacted in the short and near term as will employees who do not fit into the new support scheme.
This is a joke. I worked many years in STG, including Level 2 and 3 for mainframe products. Level 1 was nothing more than a call center. They searched on your problem and if there was no obvious match, they sent the call to us. And these people were in the US and trained by the product developers, Now these people will do diagnosis? They say "skilled up" like that's easy to do, too bad there is no budget for training, and some STG products take months or years to learn. Why doesn't IBM just shut down now and save us all the slow painful death.
This will lead nowhere except maybe to more critsits. Gives the Resolution Office job security lol.
Re-arranging deck-chairs on the Titanic.
This will change nothing. It's ambitious yet it'll cause chaos and accomplish nothing. h