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MQSeries.net Forum Index » General Discussion » How does your company handle oncall and...

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javagate
PostPosted: Fri Dec 09, 2005 5:48 am    Post subject: How does your company handle oncall and... Reply with quote

Disciple

Joined: 15 Nov 2004
Posts: 159

How does your company handle who is oncall for off shift problems and
how are off shift changes done in relation to regular hours?

Thank you for any input.
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jefflowrey
PostPosted: Fri Dec 09, 2005 6:10 am    Post subject: Reply with quote

Grand Poobah

Joined: 16 Oct 2002
Posts: 19981

Everywhere I've worked where there's been a need for off-hours on call, it has been handled at the team level, by the team lead - usually in rotation of weeks. That is, I'm on call this week, you're on call next week, she's on call the week after, until we've run through everyone. Then I'm on call again.

And everywhere I've worked where there's been a need for off-hours on call support, I've been a salaried employee in the U.S... so it is assumed that I get paid the same amount no matter how many hours I work, and thus off hours support was not treated differently.

Where there has been a need for a person to be working a full shift off-hours (rather than merely being on-call during off hours), then that's what someone has done. Usually this off-shift was not rotated among staff - a person was specifically hired with the understanding that they would work second or third shift, or someone could volunteer.

And I suppose it wouldn't be too bad to do an off-hours shift for a week, on a rotation period as well. As long as there was warning, and a chance to adjust on both ends.

But that's only under U.S. labor laws...
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dgolding
PostPosted: Mon Dec 12, 2005 3:45 am    Post subject: Reply with quote

Yatiri

Joined: 16 May 2001
Posts: 668
Location: Switzerland

The drawback of jefflowreys' compensation is that if he doesn't get called, he doesn't get paid

I know, I got suckered into one such scheme - it means you can't go away for the night or the weekend without taking the laptop with you, and hope the hotel or your friends house accepts the connection, for example. mega incovenience on your free time and no compensation.

Best system is where you get an allowance for being on call - available, ready and able to work within a certain time period, no excuses - and then get paid normal time for the hours you do - that's what I'm on now


Last edited by dgolding on Mon Dec 12, 2005 4:23 am; edited 1 time in total
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jefflowrey
PostPosted: Mon Dec 12, 2005 4:04 am    Post subject: Reply with quote

Grand Poobah

Joined: 16 Oct 2002
Posts: 19981

dgolding wrote:
The drawback of jefflowreys' compensation is that if he doesn't get called, he doesn't get paid


No. The drawback is that I get paid the same no matter how many hours I work. That is, if I have to spend three hours every night in addition to my normal hours every day, then I still get paid the same.
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dgolding
PostPosted: Mon Dec 12, 2005 4:21 am    Post subject: Reply with quote

Yatiri

Joined: 16 May 2001
Posts: 668
Location: Switzerland

pardon me, but that REALLY sucks!
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javagate
PostPosted: Mon Dec 12, 2005 4:42 am    Post subject: Reply with quote

Disciple

Joined: 15 Nov 2004
Posts: 159

The problem that we face is now management expects people to be oncall for something they cannot fix.
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jefflowrey
PostPosted: Mon Dec 12, 2005 4:55 am    Post subject: Reply with quote

Grand Poobah

Joined: 16 Oct 2002
Posts: 19981

javagate wrote:
The problem that we face is now management expects people to be oncall for something they cannot fix.


One of my employers had a daily meeting of oncall staff to review the night's incidents and resolutions or ongoing issues.

These meetings were turned into reports that then went to management. Every day. And every time an issue was caused by data that was received from a customer or partner and the data was not valid, this went into the report and to management.

Every time someone was called and they were unable to resolve the problem because they were the wrong person or because they did not have approval to fix the problem, this went into the report and off to management.
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Rufus330Ci
PostPosted: Sun Jan 08, 2006 10:35 pm    Post subject: Reply with quote

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Sounds like your talking about "Morning Report" and the fix to someone who doesn't know how to fix a problem when being oncall is normally calling the backup oncall person. Its sorta hard to get fired where I work normally people quit first, not much blaming going on its more of a looks bad for the whole dept if something does happen. With 6-8 in the Open Systems area we have backup oncall system going on. Pretty much your oncall one week outta 8 weeks which is nice, unless your the backup for the new guy they just hired last week and he's having you in conference call 99% of the time "Oh hi Bill sorry to bother you again we have this customer that....."

I think the key though to having 2nd and 3rd shift ops staff is to keep them up-to-date with change controls and such. They don't need to know everything but they need to know whats worth calling on and what can wait for tomorrow...

BTW my first post, Hello all Thanks for hosting the site :O)
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