Guess who fucked up last night and didn't invite the (already frustrated) Big Important Customer to the troubleshooting meeting with Dev today?
At least that's only one out of three big important customer conference calls that I fucked up on? One is already successful at least. The third won't be great. :/
Update:
First customer issue has been definitively proven to be a network issue that they have to fix, and not our fault.
I managed to get the Big Important Customer on the meeting with Development, and the issue was resolved after multiple hours - but it IS resolved.
The third customer conference call.... was not great, but at least our response of "we need more information to help" was acceptable. It helps that the customer royally fucked up internally when collecting the info we asked for.
You sound like you're incident management. If so, condolences. I've had to involve the team at my company far too many times, and it's never really fun. :/
@zetasyanthis Yeah, I'm somewhere between Tier 1 and 2.5 depending on the product that's being called in about. All incidents and opening dev tickets if it's beyond my abilities to resolve.
1. Ouch.
2. I want you to know that even if I've never worked with you personally (and I suppose I might not know), folks like you help a lot some days, and I'm thankful you're around. <3
@zetasyanthis Would you believe it's not that bad most of the time? The tier 1 stuff is simple and done quickly, and the higher-tier stuff can be a real intriguing challenge.
Also, I mean... I'm support for a piece of software used by many first responder types. There are probably a number of lives I've helped save by getting people's systems back up and running.
Ah, fair. If you can handle it, all power to you. I'm probably projecting my anxiety issues a bit. Wouldn't be the job for me.
And that's really cool. Always a good day when you can say something like that. :D
@zetasyanthis There's days the anxiety part flares up, and I do _not_ have a good time with the on-call portion of the job... but I'm pretty good at it by now and it does have its perks. Like, "I know a guy at NASA on a first-name basis" perks. ^^;;
