CR's central support group was divided into separate orgs now with product dev teams - no wonder RS left ! Seems there isn't going to be a replacement EVP. ACS moved to the chief customer officer org under JE. Let the games begin....
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I'm surprised this isn't a more discussed topic. No one seems to be talking about it internally or externally and there are huge changes happening. Maybe the problem is that no one actually knows what's going on but people have been being shifted around like cattle.
Re-tool as needed, then look for a support job in a decent company that cares about you and their customers. That’s what I did, and now I wonder why I waited so long. I got a substantial raise, bonus and annual review WITH raises. Out of that toxic environment. Proper staffing and workload. Engineering that actually fixes things! Start planning and make 2020 the year you get out of Oracle!!
Of course it’s going to get worse. If you assume even a modest increase in Fusion implementations, Support headcount staying static or decreasing, same product issues, and SIs/customers with the same issues, yeah, it’s going to get worse.
It's not gonna get better, it's gonna get worse. That is all you can count on.
Waiting for India to come online, we had to come up with some clever ways to buy time with the customer. I am a support engineer and have lost count how many times I have to stall the customer until later in the evening to get India to look at a Sev1 bug.
I hope they will undo all the stuff RS instituted(coming in to the office if you live within 50 miles, stupid cubicle setup, etc) as soon as possible. Morale has been bad for years.
It won't help. Development is the problem. Intense corruption in dev management coupled with in-fighting and dirty tricks. They will never clean out dev area. Oracle is SOL.
RS wanted to eliminate support with 'automations' and turn it into another call center. Applications support has a huge population of engineers who are either retiring or leaving and the newer staff doesn't have the tolerance for zero advancement and minimal / nonexistent wage increases. Product managers are spread too thin or non existent.
ORCL can still charge the same $$$$ for Support (remember, it has a 90% profit margin) but can eliminate senior management positions (CR and RS, plus who knows how many Directors and managers) and potentially spark another round of layoffs and resignations. Sounds like an SC Big Idea.
"development groups that have no experience with supporting customers or with managing customer facing organizations"
From my experience support is not a customer service organization, the way they write to customers is outrageous.
They put all the burdain under dev for no reason most of the time. And of course dev is piss off to answer stupid questions... this is ridiculous. As of today the value support is bringing is close to null so i think this change is a great news!
@12rRJTmD-bla: We're hoping for the best. My guess is keeping cloud software and hardware support closer to Development would give Support easier access to developers, which appears to be desperately needed. Now to beef up the development org in the Americas, and not make support and customers wait for India to come on line when help is needed.
@12rRJTmD-ryc: ABSOLUTELY NOT. The support organization was feeling totally alienated and with good reason. Treat a group of people with contempt long enough, they're going to bail as soon as they can. Which they are. Support has been decimated from so many good, experienced engineers jumping ship. I am not the only one who totally blames RS for this mess. Plus the exec leadership has no idea how to support the cloud or what kind of organization is needed to do it.
All we can do is pray that the people at the top can hire a competent cloud manager who knows what they're doing. And not hold our breath while waiting. We may be doomed anyway.
What's the offcial result from the 5 or 6 years of Sarwal? Was him and the chaos he brought worth it or not?
What you are seeing, I believe, is the destruction of Support but I can't figure out why. Everyone likes to complain about support but this moves support into development groups that have no experience with supporting customers or with managing customer facing organizations. Will that improve support? RS was one of the reasons that support was bad and he was from development and had no clue how to run support. But he was just the latest in line of people from development who came in to "fix" support when it's really the products and other areas that need some focus rather than the frontline who try to help customers and often cannot, through no fault of their own. So this is just another nail in the coffin. I'm looking for a bright side on this. Maybe breaking up support will allow each group to fine tune their processes to their products rather than a one-size-fits-all approach that support always tried before.