the useless b-tching and moaning of people like @WNT8gbC-1dla is what brings O down. I'm getting so tired of people complaining about managers. there are good managers and bad managers and, yes, @WNT8gbC-1xtt there are still good managers out there but they are certainly worn down on a daily basis and it comes from the top: CR, RS, etc. and it comes from below with useless people who like to do nothing but complain and sabotage and other managers who like to create their own little fiefdoms. if a manager does not understand cloud, its because they are kept busy with pointless busy work and don't have time learn the cloud and that is coupled with the fact that cloud training is all theoretical since you can't actually get your hands on a cloud account. how can a cloud company not provide cloud accounts to all its people to learn how to use the products? serious question here: do the other vendors do the same? do amazon, msft, ibm, goog, etc support people need to fight to learn their products and then not actually have hands on access to the entire environment? does anyone have first-hand knowledge? I don't know who "matters" within O but its not frontline managers, or their bosses or their bosses. you probably have to get to the first VP level to find anyone who really counts for anything in the eyes of upper management. most everyone else just tries to survive. and as for CR and RS, CR was another LE buddy that needed a job. RS was a d-ck in Dev who was brought into a revolving door of VPs from Dev into Support who were supposed to "fix" support. There was nothing wrong with Support that Dev could fix. It was Dev's fault that Support was considered broken because of the cr-p that Dev produced. RS was head of EM for chr-st sake, how much bigger a piece of garbage is there than EM (many actually). Maybe instead of trying to "fix" support with people who make garbage and know nothing about support, get someone who actually can provide a vision of what providing world class support would be.