Thread regarding Oracle Corp. layoffs

Sales come to support to document a product problem (for dev to own) or they do it so they learn the product. That experienced tech support are just as unprepared as the newbies in sales is a known issue. OP must be an exception from what she wrote. These are all customer facing people and they should known the usage of their products inside out.

No contest here. LE, MH, SC, TK, RG, ES and the entire Board of Directors

@Pt06Hti-2bsb Do they share the same last name? Nepotism is all around in this area, I know of a VP who shares the ride with his wife to the Oracle office, while a couple of other who, "allegedly", have relationships with their reports.

More Cloud doesn't imply less on-prem. Cloud requires a certain level of support GCS can't deliver, thus the dinosaurs in GCS will scale down through more layoffs and the kids in OD will take over their workload.

@Pt06Hti-2omr Thanks.

Guess you mean more cloud == less on prem == less need for support?

@Pt06Hti-2omr, you are right.

BTW, does RS's son still work at oracle ?

I'm asking because I'm afraid he could be affected by the layoffs.

...

Of course I'm joking. He must handle a very important position at oracle, I'm sure.

And being the son of RS has nothing to do with that.

@1ttm

The only good engineering management left is in database and that's it.

@Pt06Hti-1mwy Middleware, Engineered Systems, Database, EBusinessSuite, HUB... are branches of global customer support who all report into RS, who reports into a wannabe sixty year old student type of bootlicker, who reports into MH. RS is losing headcount with the movement to the cloud to customer managers, consultants, OD, etc., the value his org adds is nil, that's why the future business is not bright for GCS, it should decrease with on premise support. SC saw this early on, that's why she cut his org to three major centers. You would think that having most of his reports women, RS would get some respect, but from what I see on the proactive side, overall there's not much love for him, automation and so on.

The entire engineering management stack SHOULD be hacked out and replaced by real engineering managers.

It won't happen though. Short of that, there is no hope for Oracle's cloud.

“There are directors and VPs in MW, ES, DB... who want RS gone.”

What’s MW ES DB RS?

Too many acronyms :-)

@Pt06Hti-1ypa

You are right. They don't take SRs in English but file quite a number of collaboration SRs. If you have worked on these collaboration SRs with them, you will realize that they are as bad as the Romanian and Indian analyst if not worse.

I personally never heard of chinese employees.

This is because they don't take SRs in English.

There are directors and VPs in MW, ES, DB... who want RS gone.

Oracle has never put any effort into support. When I started at Oracle over 10 years ago I was told by a couple of IT people I knew, that Oracle was awful. They said the support they got from Oracle was absolutely horrendous. I went to work at Oracle anyway.

I was in development. Often, as a previous poster said, we were spending lots of time with support, because there are not trained people there. But, I'd have to add to that, that development was so disorganized itself that adequate testing was never done in development before the products went out. That increases the number of bugs that occur at the customer site.

In one case, I saw another developer send out a fix for something 3 times to a customer site and it failed 3 times because he did not test it. Development has a lot of problems, too. That particular developer didn't get into any trouble because he's good at s---ing up to the manager.

When I came to Oracle I expected marketing to work with development in designing and creating new products, which is what I have always seen happen at functional companies. But, they don't do that at Oracle. I was actually told by a development director that marketing mostly does customer support work at Oracle. He said, that's just how it works here.

That's completely ridiculous. What that should mean to the company is that support is the weak area that needs to be worked on and supported with training, etc. So, that marketing and development can do their jobs. But, instead the clueless management at Oracle just goes on limping along without any support leg..... and it has been this way so long that they have convinced themselves that this is the way it's supposed to work.

It's like Oracle is an old dog limping along, support leg is missing entirely and the other legs are getting weak and shaky with the strain. The brain just accepts the conditions and tries to keep going ..... it will fail in the end,

This problem affects development, too. The support person is not experienced enough or trained enough and cannot handle the sev 1 SR, so he copies and pastes the SR into a bug and files a sev 1 bug. Somebody in dev has to drop everything and deal with it. 99.9% of the time it is not a bug, but it takes a lot of work to figure that out because the developer has to ask tons of questions using the support person as an intermediary usually because the developer is not allowed to talk directly to the customer.

Finally, the developer ends up training the support rep which is a waste of time because the support rep will get transferred to a different product 5 minutes later.

Meanwhile, TK is yelling at the development manager about why the schedule keeps slipping even though every developer is getting interrupted by these "bugs" every other day.

One of the many ways that Oracle is broken.

Most of former support engineer in EMEA now work for customers as employee, consultant or partner.

We directly hear from cst how bad oracle support has become.

It is customers who are saying that indian and romanian support analysts are bad and lack of knowledge.

I personally never heard of chinese employees.

Also some of my former colleagues gad to train romanian analysts and were chased by junior analysts even during their garden leave period because they had to take over the escalated SRs and sev 1.

Period.

one idea not to get awful support is to open a SR in US shift.

This is one of my customers told me.

"Why did you pick on analyst from India and Romania and make us your punching bag. Why you don't pick on those from China?"

Because a number of us in EMEA were forced to train you all up before we then get the big heave-ho!

@Pt06Hti-bhg

Why did you pick on analyst from India and Romania and make us your punching bag. Why you don't pick on those from China?

@Pt06Hti-nhv

I am the OP. Going so low as to say my English is not my main language pretty much proves the fact that CSMs like you are useless and should be let go. Let me add that TACs should be let go as well. You guys create no value and are trying to justify your positions by pinging us support engineers everyday with some idiotic request to look at an SR. Get a life, we know who you are and can really give a rat's you know what about you people. I've already given my opinion of you people to my director.

TK and MH must go. RG must go.

@Pt06Hti-nhv : do you mean "customer success manager" when you say you moved to a CSM? You guys are a joke! You do nothing to add value. And no, I don't work in Services but I've witnessed the ineffective CSMs many times.

@Pt06Hti-ves

Yes, that is true about top accounts. No matter how bad their SRs are, we have to bend over backwards for the top accounts(Sev 4 included) and those regular customers with production issues will just have to wait.

and please ask yourself: how much do I pay for thar crappy support fees ?

Who cares ?

All Our Oracle Customers know that Oracle support was layed off in 2015-2016 and analysts from india and romania are a joke and almost all support analysts have no clues about oracle products. None of them even tried to install them, and even not tried to use them.

All they know is the MOS database no knowledge.

Ask them what a load balancer is, what a firewall is and what are the rules, how to configure a cisco switch is, what are vlan. this is disney world for oracle support.

Ask a support analyst any question, they'll reply with a MOS note that has noting to do with your problem, but at least a few words will match with your question.

Please, please try to open a SR with oracle support, at least you will lough for a week with the answers provided.

@Pt06Hti-ykf relax, nobody lets you go, if you weren't lucky to catch the EMEA/AU/Chile waves, chances are if you leave the work unattended you get promoted or plugged in some other team. There are three big employee categories in the AMER part of GCS: H1-B punjabis who stay put as they know nothing else and get promoted once a decade for being cheap; women who don't mind being around punjabis and have no skills to leave; whites with upstairs issues or too close to retirement, or both.

I moved out of GCS to become a CSM during the transition, that could be a way out you can check, then you can raise service requests so OP gets to work for you.

@Pt06Hti-uty you don't have to rewrite what OP said, OP's English is clearly not a main skill, if he writes like that he must be one with issues upstairs.

@Pt06Hti-gxe:

OP did not write that handling several SRs is the problem.

He wrote that the problem was with consultants opening SRs and not respecting rules.

Cheating with the SRs and a statistics has always been the rule within GCS because people who define the rules have no clues about what they are talking about.

Starting to learn how to properly read a text would be a good start for you.

BTW, what is your valuable role in the organisation ?

Honestly ?

@gxe: you may believe that if you only have gcs as an example. It’s not the case everywhere I can tell you that with certainty.

They can let me go. Id like to be paid off.

You should be handling multiple service requests in a day, that's your job's duty. Support people are a bunch of drones who's only skill is copy pasting, get over it.

We in pre-sales appreciate your ferocious Cloud commitment v. much, none of us should be fired.

When I was working as support engineer in GCS, we were asked to work in priority to the SRs logged by top accounts. Other customers even with real sev 1 24*7 were served after the sev 4 from top accounts.

It was coming from the VPs level.

I think I still have a copy of the mail about that recommendation.

And I can tell that we better had to follow this order otherwise we were getting lot of troubles.

So I^m not surprised about what OP wrote.

In this case the managers in support should be let go first, they are trash, not there to help the engineers, a bunch of yes men without a brain between them.

Support entitlement abuse helped kill Sun.

oracle doesn't care ..

when they do layoffs they let go of the highest salaries . so you are sh*t out of luck,

All the directors with no or a few direct report must go

Just push it to cloud support, that's the future. Why do on prem support, it's all cloud. Oracle fvcked up. 2 to 4 years short. Here's a question, ask someone what is Oracle's cloud strategy? lol

Are these the "Customer Success Manager" titled people? They escalate tickets without the customer even complaining. Let engineers do their jobs and stop crying wolf!

Please write down all names here. Oracle executives read this page everyday.