Found out today that India is handling Ethernet tickets? TDM switching (5ess and DMS) has been gone to India. Today was the first call I received from techs in the center at India now handling Ethernet trouble?
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The ET's in the centers where the tier 2 support has been offshored to India are awesome and do their job very well. The unfortunate thing is they can only spend so much time with techs calling in and then have to transfer them to the much less experienced folks in India due to calls backing up in queue.
The ones that get the raw end of the deal is the techs in the field/CO because they have to try and understand what the support folks are saying on very critical service impacting equipment. I'm quite sure most just DM their tickets and kick the can cause they don't want to be disciplined for something that goes wrong when the equipment is taken down due to incorrect procedures. I have been told by a few techs that India throws them under the bus when things go wrong.
You would think at&t would realize the real assets of the company are the experienced folks but they have gotten their selves in a very deep hole with debt so bad that they have resorted to desperation and search for any and all means to save money.
Who knows what's next........
I talked to 5ESS and DMS techs this week and they are not in india. Their 2nd level support is though and has been for a while. And yes some are worried that their work will go to india. There is a clause in the contract that says you can follow your work.
Could be true, but technicians are still required to handle the physical aspect of the technology. They can’t off-shore technicians positions! The number of techs will be drastically reduced in 3-5 years, but for now, T needs us!
Yep, you can count on a lot more, like IOF, power and environmental, SS7,etc... to follow soon, they are currently getting them up to speed on the technology and at&t systems.