Does anyone know if anyone is support is being let go? Where is the leader Sarwal?
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Leng Tan. Follow the money at Oracle.
qotz : this is done on purpose, we don't have anywhere near enough skilled resources to cope with all the SRs, so the first point in my to-do-list when a customer raise an SR is "accept and forget". we will either let customer resolve by himself or wait until he is too tired and give up. my second point, but only if I have enough time (and it's never the case), is to look in the KB or Google if something similar happened searching for keywords (and yes, typically I don't know what I'm searching for).
only way to get a skilled support is that you customer ask your sales rep to internally escalate and find a VP-level sponsor for the escalation. that way you may (it actually depends on the level of the VP) get assigned a real skilled resource and start trying solve the problem.
Customer here. Oracle support can't get any worse. The people who take SRs don't even know how to use any of the products they "support". All they do is ask for the same information again and again and again. No one, not even managers, ever bothers to completely read an SR before updating. Much better off just trying to find help with Google and Stack Overflow.
Wow... That explains... A LOT...
YgOc19C-hsfx re support you haven't got a clue .
Cut to the bone
We drink alone B
But still delivering the vision.
AND no, I ain't no HR troll
I would be astounded if there was anybody left in support to lay off - most customers have long ago concluded that they’re all gone.
RS doesn't even control most of Cloud support anymore. Check ARIA sometimes.
That org has already been cut to the bone years ago. When most of the Europe team got axed, many product support teams lost their best engineers. Those backline people who were the only ones who can solve the really challenging SRs never got replaced. Support under RS has been crippled ever since. That’s what happens when you fire all the smart people.
Not saying there will be no more layoffs. No job at Oracle is safe. But there is only so much blood they can squeeze from that stone. I’m pretty sure that organization has already hit bottom.
Interesting. Good for him, I guess.
Where is the leader Sarwal
Probably about hilt-deep into KT at the moment, as usual!
If anyone has anything intelligent to offer on this topic, that'd be great. Except when it come to RS. go to town on that sob.
Obviously people will be concerned but we are still supporting customers (yes support still works) and products are still being sold. Customers have billions of dollars of software installed around the world and they are using the cloud as well. Support has plenty of work. (Thanks to our fab developers) sure support is fragmented and leaderless and has no vision and does not understand the commitment required to support the cloud (there are those who do but they aren't listened to) but there is plenty of work and customers still dont know how to work with Oracle software. Of course there could be RIFs, no one ever knows for sure. I'm always one day away from being axed.
Leader? that's a good one. Support isn't functioning and hasn't been for a long time. Rif's can only help
It is yet to start in support, All the Crooked Managers Directors/VP Want Good Engineers to be Riffed.
So that they can keep their followers safely. And torcher customers to move to cloud.
Support team is corrupt @ core. It must start from USA/JAPAN/INDIA soon. Most of the teams are having more Engg. As There is enough room to kick the Engineers in Storage/Network/Sparc/Solaris teams.
Cloud @CC/IAAS, These people are killing Oracle Cloud support daily. Oracle hired contractors for the Tech job, And expecting to lead Cloud market.