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When looking at legacy support systems consisting of horizontal tiers (1-4) it can be easy to see how these systems were adequate in the...

How your organization solves problems should be a fluid concept and ever evolving. As new ideas / processes and technology emerge, they...

Every company has subject matter experts who can fix problems in a short amount of time. While these people can feel like a great asset...

Traditionally metrics in customer care and engineering based teams have revolved around the performance of those teams internally. These...

While service level agreements (SLAs) have their place, they are meant for customers to set expectations and measure performance. Make...

Decisions need to be made every day in operations. Do you and the those who work for you feel empowered to make the right decisions, or...

Part of human psychology is to want to jump to the fastest possible solution so we can get the problem out of our minds. Is this really...

If you are a small to medium sized business, is a full time database administrator (DBA) completely necessary? Would having DBA...

The team around you is the most powerful tool you have. Giving them as much situational awareness as well as additional academic training...

Working in operations can involve many procedures. In order to get things done, process and procedure must be followed. But how are these...

No matter how long you have been at a job, its important to treat each day as though its your first. Approach each task with fresh eyes...

Software from larger organizations can be laborious and complex to keep running. Systems can stem from older designs and technologies...

In my experience while serving in operational roles from NOC to Tier 3, work in those areas has rarely led to new and interesting skill...

We are always going to run into issues in our day to day work lives. It is important when bringing those issues up to peers, that we do...

A trend I have noticed among some operational / Tier 2 / 3 support personnel is the lack of willingness to take on new projects and learn...

If you find yourself ever saying you need to work more than 8 hours in a day to get it all done on a continual basis, something is wrong....

Ever heard phrases in your office such as this and feel a sense of dread? "Give that to so and so, they can handle it..." With so much on...

Ever finished a day working in operations and then wonder what happened to my day, week, or even year? What did I actually get done, and...

Ever get confused by what your boss is asking of you? Not really understand the motivations? Feel hurt or confused about why it is that...

SAAS companies around the world function in some part from people doing manual repetitive jobs each day to ensure the continued operation...