Guys from CA Support, what's going on in your department regarding new roles compared to former roles? I see lots of SDMs are gone, but who will take their place for escalation purposes? Also, we managed to get some good customer feedback from the the proactive Support initiative and now this is all history? Or what is support management doing about it?
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I'm no longer with support (May), but here is the current structure:
-most sdms and pdms gone, much leaner management structure. Stay engineers are reporting to one manager who covers multiple products, transition engineers report to another manager who covers multiple products. Whether the two managers talk to each other is anyones guess.
-most support engineers are on transition, and are leaving May to July (keeping just senior principles, SMEs)
-Stay Engineers will be focused on working with largest sites
I've heard nothing about training replacements. In fact - my replacement in ITC was let go as well as others that were supposed to cover the shortfall in personnel for my former group.
It takes 1-2 years to fully train a support engineer in my former product. They haven't even started training new people that will be replacing the engineers who are leaving. Suffice it to say, support experience will start falling off the cliff May/June.