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adorai posted:Our on call involves having your cell phone set as the on call forwarder number (so it's not published or anything, but people can get to it through our voicemail system) and then watching tickets and responding to them between 7:30am and 12:00pm on Saturday morning. This can be done from home and our response SLA on Saturday morning is 15 minutes. We compensate a minimum of 1.5 hours WORKED (so it is overtime eligible), or the actual number of hours worked, whichever is higher. Generally speaking, it ends up being about 30 minutes of work, but you obviously have to stay reasonably close to a computer. Most of our guys use it as an excuse to play video games without interruption from their wives/girlfriends.
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# ? Apr 26, 2015 15:21 |
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# ? May 24, 2024 21:11 |
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crunk dork posted:Yeah they forward the help desk to my cell number too. Your time frame seems more reasonable, our SLA is 1 hour but they are expecting me to do this from 5am Saturday to 5am Monday (my actual shift starts at 5am on Monday). This has a $100 stipend, but given what they are asking it doesn't seem like much. I figured on call meant if emergency happens then you work, not monitor the queue and field calls your entire weekend. Seems to me they need to hire someone to work weekends or at least adjust shifts to cover it and give someone a couple weekdays off. Yeah that's not on call that's working through the weekend.
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# ? Apr 26, 2015 15:36 |
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socialsecurity posted:Yeah that's not on call that's working through the weekend. Ok just verifying that this place was as lovely as I thought. The pay is great for my skill set and I'm getting a ton of experience but there is no work/life balance. The CTO and Operations Manager both expect the entire team to respond to emails from work at all hours. I should have known better when they kept emphasizing during my interview how much I'm going to love working for them and what a great place it is to work haha
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# ? Apr 26, 2015 15:41 |
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On the other hand I straight up told them I'm not doing poo poo overnight as far as monitoring tickets, and they didn't really have a reaction so apparently no one has ever called them on their BS.
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# ? Apr 26, 2015 15:42 |
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crunk dork posted:On the other hand I straight up told them I'm not doing poo poo overnight as far as monitoring tickets, and they didn't really have a reaction so apparently no one has ever called them on their BS.
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# ? Apr 26, 2015 16:15 |
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adorai posted:Or maybe they don't actually have an expectation that you will get up every 30 minutes to check on poo poo? I'd really hope not and I don't think I'll catch too much flak for not doing it because nothing really came up overnight, but branding yourself as having full 24/7 support when we aren't even really open as a business on the weekends and just labeling one dude as "on call" to handle everything that might come up seems screwy. The guy that was on call last weekend who holds a very senior position was explaining that even though he was at the park with his son, he was still checking his email and tickets every 30 minutes on his phone. You should work to live, not vice versa.
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# ? Apr 26, 2015 16:38 |
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crunk dork posted:he was still checking his email and tickets every 30 minutes on his phone. You should work to live, not vice versa.
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# ? Apr 26, 2015 16:47 |
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I've been on call before and I had the ticketing system email my phone and set that number to a specific ringtone. For example emailing 123-4568@vtxt.com or whatever else. I wouldn't ever chain myself to a desk watching a ticket que, that's just ridiculous.
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# ? Apr 26, 2015 16:56 |
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Yeah, at my lovely last job, we just set our ticketing system to send notifications to our phone. That way, we'd get a text, check it, and see if it was something urgent enough to do over the weekend. On the other hand, thankfully I only ever got two urgent tickets while I was asleep. For one, they texted me and the 24/7 critical ticket team emailed me twice about it. Because I'm checking my email at 3AM. I didn't wake up, and I caught poo poo for it. However, on a decent number of nights I would get 2-3 or even 6 tickets assigned to me at 3-4 AM, and $12/day isn't enough to be woken up several times a night for calls I don't even have to respond to. Especially since my fiancee is a lighter sleeper than I am, $12/day definitely isn't enough to wake her up several times a night. The only other urgent ticket I got, the person monitoring the ticket thankfully realized that sending an email to someone in the middle of a night is not an effective means of communication, so instead I got a phone call at 5AM, which was loud enough to wake me up. That time I caught poo poo from the timekeeping auditing people, because they said it took me too long to get up, check the road conditions, and find out if I needed a certification that the account usually required that I didn't have. They accused me of rounding it off to a half hour, when we were supposed to keep track to the minute (despite it taking several minutes to finish putting in time after you entered the time itself). I told them that I did round off, and if they wanted to be accurate, they could put in 32 minutes instead. Eventually they just said they were going to escalate it to my manager, who told them it was fine. But that came on the same day I found out we were now supposed to count the up to the first and last half hour of travel to the first site and from the last site as our personal commute time, and not bill for it. Which goons in this thread pointed out sounded illegal, and according to the FLSA, is illegal. So I started billing that time again, and nobody ever called me on it. Basically, never work at Compucom. Out of 10,000 employees, nobody has gotten a raise in 5 years. They negotiated their biggest contract ever so that repair was due regardless of whether the client had supplied parts or not, and then started nickel and diming the techs once they inevitably lost the contract and had to pay the financial penalties stipulated. We lost half of our team to different jobs, and there wasn't even a job posting put out until the last one left. I was sad to leave, because I had a good boss, but a good boss at a bad company is still a bad situation.
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# ? Apr 26, 2015 19:31 |
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socialsecurity posted:Yeah that's not on call that's working through the weekend. Yeah, this. On-call generally means you're available to respond to emergencies. And there's some mechanism of actively notifying you about them, via a text from your monitoring system or a call from the NOC or something. Not you sitting at your computer literally all day hitting Refresh on a ticket queue just waiting for something to happen. That's just retarded.
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# ? Apr 26, 2015 19:32 |
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Docjowles posted:Yeah, this. On-call generally means you're available to respond to emergencies. And there's some mechanism of actively notifying you about them, via a text from your monitoring system or a call from the NOC or something. Not you sitting at your computer literally all day hitting Refresh on a ticket queue just waiting for something to happen. That's just retarded. Makes a lot more sense but there isn't any kind of notification system in place like that. I'll be figuring out how to make it work one way or another this week, hopefully.
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# ? Apr 26, 2015 20:34 |
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What does your company do, and what is your role in it? I like, literally can't imagine an IT or Ops organization without a monitoring and alerting system in The Year of Our Lord 2002, let alone 2015.
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# ? Apr 26, 2015 20:52 |
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Docjowles posted:What does your company do, and what is your role in it? I like, literally can't imagine an IT or Ops organization without a monitoring and alerting system in The Year of Our Lord 2002, let alone 2015. We're an MSP and I'm somewhere between help desk/remote tech and systems admin, I think, officially titled a systems admin. They do this thing where everyone does everything, and it doesn't seem to me like anyone is tied down to a certain category of work. We get email alerts when tickets are assigned to us but not when the queue receives one. It is probably really easy to set up and no one ever got around to doing it.
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# ? Apr 26, 2015 21:01 |
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crunk dork posted:We're an MSP and I'm somewhere between help desk/remote tech and systems admin, I think, officially titled a systems admin. So yeah, I am getting a feeling that there isn't a 24 hour helpdesk/noc watching the ticket queue right? That situation is hot garbage. They aren't expecting you to be on call. They are expecting you to work 48 hours straight. No was the correct answer.
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# ? Apr 26, 2015 21:37 |
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I own a MSP and the thought of providing 24/7 coverage of non-emergency poo poo doesn't even cross my mind and even emergency things are run by me before a ticket is created because I'm not asking my oncall dude to get off his rear end on a Sunday afternoon because someone thinks a broken keyboard is an emergency
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# ? Apr 26, 2015 21:53 |
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go3 posted:I own a MSP and the thought of providing 24/7 coverage of non-emergency poo poo doesn't even cross my mind and even emergency things are run by me before a ticket is created because I'm not asking my oncall dude to get off his rear end on a Sunday afternoon because someone thinks a broken keyboard is an emergency This seems like the way it ought to be really. The only calls/tickets I've gotten have been password resets for people working at home over the weekend and other basic stuff like that. The past two days I've had tickets put in before 6, if they don't get a response before 1 hour it violates SLA. This 1 hour first response time applies to all priority levels too.
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# ? Apr 26, 2015 22:20 |
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crunk dork posted:if they don't get a response before 1 hour it violates SLA. This 1 hour first response time applies to all priority levels too. Outside of the saturday morning i mentioned in my previous post, I think I've worked on two tickets on my on calls in 6 years, and I don't expect my team to either. Helping you get your email on your new iphone at 9pm is not a priority unless your title begins with the word Chief or Executive, and those people aren't the kind of person who even expects that kind of service because we work at a company with management that values it's employees.
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# ? Apr 26, 2015 23:16 |
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Sounds like I've been had, this sucks haha
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# ? Apr 27, 2015 01:28 |
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Does anyone have resources for when the cloud isn't the right solution? I'm being told that the "cloud" will replace everything but my gut tells me this is simply untrue. I spoke with some of the guys who work with Stack Exchange and they were going to make a blog post why the cloud wasn't for them but it's not up. On another note, my new gig has a "hands-off" managerial approach. It's up to us to master a sub-sect of the product that we pick, setup meetings with our manager(s) and drive our own demand by working (or selling) ourselves to other teams. This is rather the opposite of myself - I'm not a narcissist but much more altruistic.
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# ? Apr 27, 2015 04:59 |
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Data Sovereignty, latency, ultra paranoid security, special hardware requirements are some of the concerns when it comes to the cloud. I'd be interested in seeing why StackExchange found the cloud to be not ideal, I can't imagine why. Most things probably are suitable for the cloud though.
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# ? Apr 27, 2015 05:50 |
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adorai posted:If your MSP is selling that kind of SLA they need to staff for it.
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# ? Apr 27, 2015 06:36 |
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Tab8715 posted:Does anyone have resources for when the cloud isn't the right solution? The Stack Exchange folks are certainly interesting, and I'd love to see that blog post when it comes up. Very high traffic site running mostly on Windows/IIS instead of Linux? Check. Running on a few beastly bare-metal hosts vs a ton of VM's and/or ~~the cloud~~? Check. Employing some very high profile names like Tom Limoncelli? Check. I don't have much to add on the topic. I just find it interesting that they're doing almost everything differently than most web companies and would eagerly read more about why.
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# ? Apr 27, 2015 07:00 |
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Anyone know why they went with Windows/IIS for that matteR?
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# ? Apr 27, 2015 08:07 |
Someone liked C# and MVVM a whole lot and wanted to work with that.
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# ? Apr 27, 2015 11:39 |
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Cloud can be a deal breaker when you need to comply with various policies like HIPPA/SOX/whatever depending on your existing infrastructure. Also can be pretty tough if you have existing infrastructure on premise and want to do stuff like Single Sign on with your cloud app, or transfer data between apps, etc.
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# ? Apr 27, 2015 14:34 |
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Gyshall posted:Cloud can be a deal breaker when you need to comply with various policies like HIPPA/SOX/whatever depending on your existing infrastructure. There are good solutions to all of these problems now
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# ? Apr 27, 2015 14:37 |
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Gyshall posted:Cloud can be a deal breaker when you need to comply with various policies like HIPPA/SOX/whatever depending on your existing infrastructure. http://aws.amazon.com/compliance/ Amazon has been going out of their way to document and provide case studies for all kinds of use cases and compliances now. It makes convincing people that it is a viable option a whole lot easier than it used to be. They also have a directory service now which they have instructions on how to integrate it into your existing directory. With things like virtual private cloud you can even get a direct connection to your existing network to share resources.
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# ? Apr 27, 2015 14:57 |
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My girlfriend got fired from her programming job at a start up today. Their reasoning? She doesn't fit in well enough into their corporate culture. Apparently her boss was getting irritated that she was the only one not going to strip clubs and getting drunk as gently caress at the bars on the company dime. What the gently caress.
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# ? Apr 27, 2015 15:18 |
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GreenNight posted:My girlfriend got fired from her programming job at a start up today. Their reasoning? She doesn't fit in well enough into their corporate culture. Apparently her boss was getting irritated that she was the only one not going to strip clubs and getting drunk as gently caress at the bars on the company dime. Tell her to stop being a loving killjoy. Geez.
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# ? Apr 27, 2015 15:20 |
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Tab8715 posted:Does anyone have resources for when the cloud isn't the right solution?
With all these things said, it's still unlikely that any new project from a reasonable organization is going to be entirely within the local datacenter. I don't care what your backup solution is, it's not as cheap as Amazon Glacier or Google Nearline. Likewise, even your best infrastructure organization isn't going to provide you the economics of 100% utilization that Amazon is striving for, and they're going to get better and closer to that number a lot faster than you are. Vulture Culture fucked around with this message at 15:35 on Apr 27, 2015 |
# ? Apr 27, 2015 15:29 |
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Docjowles posted:The Stack Exchange folks are certainly interesting, and I'd love to see that blog post when it comes up. Very high traffic site running mostly on Windows/IIS instead of Linux? Check. Running on a few beastly bare-metal hosts vs a ton of VM's and/or ~~the cloud~~? Check. Employing some very high profile names like Tom Limoncelli? Check. Do you know any of them personally? I feel like I remember them having a Denver office.
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# ? Apr 27, 2015 15:56 |
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nielsm posted:Someone liked C# and MVVM a whole lot and wanted to work with that. Yeah I think this is pretty much it. Their founders were experienced in .NET so that's what they ran with. 22 Eargesplitten posted:Do you know any of them personally? I feel like I remember them having a Denver office. Nah although I've met one or two of them at local Meetups. They do have a Denver office but I think it's mostly sales people.
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# ? Apr 27, 2015 16:26 |
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GreenNight posted:My girlfriend got fired from her programming job at a start up today. Their reasoning? She doesn't fit in well enough into their corporate culture. Apparently her boss was getting irritated that she was the only one not going to strip clubs and getting drunk as gently caress at the bars on the company dime. Sounds like your girlfriend is going to have a great payday from her clear cut wrongful termination suit!
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# ? Apr 27, 2015 17:03 |
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That reminds me of another company where it's was good career move to get a tattoo of the company logo.
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# ? Apr 27, 2015 17:06 |
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Tab8715 posted:That reminds me of another company where it's was good career move to get a tattoo of the company logo. I'm pretty sure I've seen a couple people with company logo tats where I work...
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# ? Apr 27, 2015 17:13 |
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psydude posted:Sounds like your girlfriend is going to have a great payday from her clear cut wrongful termination suit! Not sure how to even start that process. We're in Wisconsin where Walker just got right-to-work passed.
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# ? Apr 27, 2015 17:20 |
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GreenNight posted:Not sure how to even start that process. We're in Wisconsin where Walker just got right-to-work passed. You start every legal process the same way: Call a lawyer.
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# ? Apr 27, 2015 17:23 |
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Inspector_666 posted:You start every legal process the same way: Call a lawyer. Yep. I don't care how ultra Republican your state is, you get a woman in front of a jury testifying that she was pressured in to visiting strip clubs, bars and places of ill repute and tell me if the usual Becky housewife that actually gets called to jury duty doesn't sympathize.
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# ? Apr 27, 2015 17:27 |
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Tab8715 posted:That reminds me of another company where it's was good career move to get a tattoo of the company logo. The Marines? GreenNight posted:Not sure how to even start that process. We're in Wisconsin where Walker just got right-to-work passed. Right to work means she can't be forced to join a union as a condition of employment. It does reflect the general balance of worker to employer power but is irrelevant to your wife's situation. Call the state bar and ask for a referral for a lawyer specializing in wrongful termination. http://www.wisbar.org/forpublic/ineedalawyer/pages/lris.aspx Dr. Arbitrary fucked around with this message at 17:57 on Apr 27, 2015 |
# ? Apr 27, 2015 17:54 |
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# ? May 24, 2024 21:11 |
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ElGroucho posted:Yep. I don't care how ultra Republican your state is, you get a woman in front of a jury testifying that she was pressured in to visiting strip clubs, bars and places of ill repute and tell me if the usual Becky housewife that actually gets called to jury duty doesn't sympathize. Don't civil suits just have a judge?
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# ? Apr 27, 2015 18:40 |