Too much to do, not enough people to do it
Software Analyst (Current Employee) – Fort Worth, TX – September 15, 2016
As the company has moved towards its future, it has seemingly forgotten about caring for the customer, and only wants numbers on the paper.
There are those who still care, and want our customers to have a good experience using our product, but they are low-level.
The queues are constantly overloaded, and overtime is constantly needed. It is not openly frowned upon if you do not work overtime, but not meeting the impossible goals set is. i.e. Currently my team consists of 2 Analysts, and a new lead. We are asked to maintain a 15 or lower incident count, with no older than 3 days. Sounds reasonable on paper. In practice, we incur 6-8 incidents a day, that take anywhere from 3hours to a day or two to research, analyze, and resolve, or submit a Work Item to development. This is on top off special high priority incidents that leads will hand you to work on, and need immediate responses.
Techs have been working 15+ hours of overtime for more than 2 years, and the numbers are barely met.
There is no inter team communication, and though our applications are meant to integrate with each other, the development teams do not communicate and are quick to wash their hands.
The whole model is broken, and the philosophy is to keep at it until it fixes itself.