Submitted by DrMaltz on
in
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My team consist of 12 developers. From time to time, our secondary level of support much reach out to my team in a time of need. Today, we have possibly two resident experts on my team and they field the majority of the calls. The problem with this scenario is essentially burnout. My two experts take on most of the calls during the weekend which means if something does happen 8 out of 10 times the call will come to them.
I've decided to create an on-call rotating schedule for my development group with the thought that this will alleviate some of the current angst felt by the two experts.
I will also have to provide enough detail to the other developers that maybe are not as strong in other areas.
Has anyone else been through this scenario and how did you go about addressing it?
By the way, I've asked my primary and secondary support teams that they need to step it up on their end as far as troubleshooting and resolving issues go.
Thanks.
On the right track
I think you are on the right track. The solution, I believe, is continous follow-up training--before you have a crisis.
I encourage the teams I've managed to always have a primary and secondary person for core service areas. The secondary person may be able to answer most questions. However, the secondary person ought not operate in the role for an extended period of time because they retain their primary duties.
For example,when the primary person in a core area is on vacation, honeymoon, or experiences a personal crisis the balance of the team ought to be able to cover responsibilities for short periods of time.
PM me off-line if you would like more details.