>On Tue, 14 Aug 2007 09:36:18 -0400, O'Brien, David W. (NIH/CIT) [C] wrote:
>> >> Recently IBM had announced the transitioning of some 10K programmer >> jobs from Europe and the US to India. >>Perhaps the problems that we are seeing with IBMLINK is an outgrowth of that decision. Perhaps that is the 'outsourcing' that Jon was referring to. >> I don't believe that IBMLINK is supported by experienced programmers. The types of problems and the slow response to resolve the problems leads me to that assumption. I feel like we are supporting the education of a lot of junior programmers in other countries but we won't do that for folks in the U.S. anymore. >If you build a service center in another country to provide round-the-clock service no matter your time zone and then >staff it with locals, is that really outsourcing ??? I think that's the IBMLink/call center situation. I think moving the >programmer jobs was for salary considerations and is an outsourcing situation. If the call center was originally in another country, then yes it is outsourcing. IBM has ALWAYS provided 24 hours problem coverage. This is not something new. >Do you think system programmers in India are complaining about their late night calls to IBM being answered by some >American with a nasty accent ??? >Hmmmmm What I was really complaining about is the failure of the people who answer the problem tickets and the calls I have made not understanding the severity of the issue. IBMLINK is a critical resource and should be treated as such. I get the feeling when I deal with the help desk that this is not the case. If there was a problem that caused IBMLINK to be unavailble I would like an explanation not just "Oh it's working now I will close the ticket" and goodbye. Jon L. Veilleux [EMAIL PROTECTED] (860) 636-2683 This e-mail may contain confidential or privileged information. If you think you have received this e-mail in error, please advise the sender by reply e-mail and then delete this e-mail immediately. Thank you. Aetna ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [EMAIL PROTECTED] with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html
