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Evidently you can outsource "stupid"
Sep. 21st, 2007 07:59 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
syberghost.livejournal.comI do system administration and Tier Two support for a number of Test and Development environments for various major projects in a Fortune 500 company.
The Tier One support for the Test environments for one of our projects has been outsourced to India, and this week is the first week those people are doing the work themselves instead of shadowing a US counterpart.
Yesterday while driving home I got a page with a phone number, a Defect number, and a guess as to the cause of the Defect that made it clear no investigation had been done. When I got home, I tried to open the Defect ticket, but that system (which isn't under our control) keeps tripping my antivirus due to buffer overflows, and the corporate VPN won't let me turn off the AV or add "no-check" rules for the offending ActiveX control, so I needed more information.
I called the phone number given in the page; no response. I called the "hotline" number for those guys; no answer. I checked the corporate Jabber server; he wasn't online, and neither were any of the other guys in India who I had in my buddy list. I emailed him; no response.
Finally I paged their US counterpart, who of course responded in less than 2 minutes. He forwarded me an email copy of the ticket, and so we both found:
Not only had it been closed an HOUR before they paged me, but the "problem" in the first place had been that a job ran so fast they assumed it must not have done its work, but within minutes determined that the reason it ran so fast is we switched the server out for a faster one earlier this week.
The Tier One support for the Test environments for one of our projects has been outsourced to India, and this week is the first week those people are doing the work themselves instead of shadowing a US counterpart.
Yesterday while driving home I got a page with a phone number, a Defect number, and a guess as to the cause of the Defect that made it clear no investigation had been done. When I got home, I tried to open the Defect ticket, but that system (which isn't under our control) keeps tripping my antivirus due to buffer overflows, and the corporate VPN won't let me turn off the AV or add "no-check" rules for the offending ActiveX control, so I needed more information.
I called the phone number given in the page; no response. I called the "hotline" number for those guys; no answer. I checked the corporate Jabber server; he wasn't online, and neither were any of the other guys in India who I had in my buddy list. I emailed him; no response.
Finally I paged their US counterpart, who of course responded in less than 2 minutes. He forwarded me an email copy of the ticket, and so we both found:
Not only had it been closed an HOUR before they paged me, but the "problem" in the first place had been that a job ran so fast they assumed it must not have done its work, but within minutes determined that the reason it ran so fast is we switched the server out for a faster one earlier this week.
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