Restructuring news for TSS and STG along with cuts in Canada

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Anon from Canada: A major, global restructuring of IBM Technology Support Services Level 1 & 2 (L1/L2) Remote Support

for traditional IBM logo/Systems & Technology Group (STG) products was announced Tue Apr 3, 2018.

Effective Mon Apr 9, 2018, these global teams will be re-aligned to report into the various different

IBM product Brand Divisions under a U.S. manager. Remote Support will no longer exist as part of the

IBM Technology Support Services organizations.

The new model, being called "One Click One Call", will now involve the L1 Support people becoming

skilled up to a L2 Product Engineer or Product Field Engineer designation and remain as the owner

of the problem throughout the entire duration/life cycle of the issue.

Resource Actions were conducted immediately following the announcement on Tue.

The Canadian Remote Storage Support Team experienced a huge loss with 7 receiving packages.

This cuts the team in half. They have been given 90 days, if possible, to find employment

elsewhere within IBM, just not Technology Support.

We are all in shock and deeply saddened by this announcement. We will no longer be able to deliver

the type and depth of Support we have been. We will now concentrate on strictly break/fix (aka defect)

only issues, with priority on Severity 1 (Sev1) and Severity 2 (Sev2) issues. Problems will be pushed

to the next level more quickly as we do not have the personnel to work a problem like we have in the

past.

Comment! It's anonymous!

6 replies (most recent on top)

Yes, just another way to further consolidate support roles so more people can be RA’d in the future. This sounds good but very doubtful it will work, morale has been very low for a long time.

Who needs people when you have Watson?

You don't get it. IBM doesn't want to be special. In their delusion they think "millenials" hate everything more than a year old. Well guess what? We still want quality and support even though we didn't invent them. IBM used to have them, now they don't. We want IBM people to know their business. IBM used to have them, now they don't. And we do not want executives older than our parents trying to talk and act like they're just like us. That's just embarrassing. We wish IBM could deliver like they use to.

Scary - lev 1,2,3 w/ soon end up out of No. America completely...good luck w/ that!!

This is a joke. I worked many years in STG, including Level 2 and 3 for mainframe products. Level 1 was nothing more than a call center. They searched on your problem and if there was no obvious match, they sent the call to us. And these people were in the US and trained by the product developers, Now these people will do diagnosis? They say "skilled up" like that's easy to do, too bad there is no budget for training, and some STG products take months or years to learn. Why doesn't IBM just shut down now and save us all the slow painful death.

Thread regarding IBM layoffs

Restructuring news for TSS and STG along with cuts in Canada

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