Starting today, a decision was apparently made by someone somewhere else that the Tier 1 Desk Monkeys will begin dumping the vast majority of their work onto us. Pretty much the only things they’ll be doing are creating initial tickets for local issues during normal business hours. This means, on top of already dealing with local tickets after hours and on weekends (including calling the local on-call techs), we at The Matrix are now responsible for creating, editing, updating and maintaining Outage Notifications, which have been the bane of a lot of people’s existence, especially those that involve just one issue at a single site. The major problem with this also is that for Outage Notifications, the Tier 1 Desk Monkeys have had the bad habit the last couple months of putting someone from The Matrix as a point of contact for a local site, even if that Matrix tech is 500 miles away from $localSite. Any and all requests for them to stop this fell on deaf ears, and they continues to do so. And any time emails are sent out for such notifications, they have our names on it, but show is as part of the Tier 1 Desk Monkey’s group and not The Matrix.
Case in point: I got a call from a Tier 1 Desk Monkey, saying she created $ticket and $outageNotification for $localSite. Problem is, we at The Matrix were well aware that $localSite had already submitted their own Outage Notification and about a dozen tickets, since it was for routine maintenance that, as a courtesy, they had notified the Desk Monkeys several days prior. When I explained this to the Tier 1 Desk Monkey, she was adamant that I take what she had just created and contact $localSite myself, despite the fact that both were duplicates of existing information, which $localSite was obviously well aware of being that THEY created them, point blank telling me that they were under orders that effective today, The Matrix was responsible for doing all these things for them. When I closed out both $outageRequest and $ticket a few minutes later, the same Tier 1 Desk Monkey IM’d me and wondered why I had closed them. When I explained to the Desk Monkey yet again that these were duplicates of existing items $localSite had already put in, she claimed ignorance, despite the fact I had told her exactly the same information a few minutes earlier.
When I brought this up to $supervisor in the group chat, one of the other Matrix techs chimed in and said that she was told the exact same thing by another Tier 1 Desk Monkey, despite the fact that there was no SOP, no formal memorandum, and no notification whatsoever that we were to take over these duties as of today. $supervisor point blank told us that until we got something official, to not create, update, or close Outage Notifications under any circumstances, and if we got any further calls from the Desk Monkeys, to route to $supervisor immediately. If any complaints came down regarding this, $supervisor would take the heat for it in the meantime.
All of us at The Matrix were in full agreement that this was almost certainly due to the Tier 1 Desk Monkeys taking a lot of heat lately for royally screwing up Outage Notifications, conference calls, and other things over the last few months, and rightfully so considering that they insisted that people join conference calls for issues they had no involvement in, put names of people as a POC on Outage Notifications that weren’t even at that site, requested updates from people who had nothing to do with the issue, and generally made pests of themselves by requesting updates from us, in some cases, 30 seconds after dumping it on is (and I’m not exaggerating, I was on the phone with one Desk Monkey and another IM’d me asking me for an update). Our guess was, dumping all these things onto us at The Matrix was Tier 1’s way of deflecting blame onto us, and making sure that when this whole thing blows up, we’ll be the ones left holding the bag.