nanog mailing list archives
Re: 365x24x7
From: Barry Shein <bzs () world std com>
Date: Sun, 17 Apr 2011 12:37:22 -0400
Having done this for quite a few years my advice is that once you get past the basic arithmetic of people-hour-equivalents etc what you need is a middle manager who is a good "horse trader" because it quickly becomes a market of "I can do grave shift Tuesday if you'll take my Saturday AM, I've got a wedding I have to be at, XXX says he'll take your Friday night if you take the Saturday but if you still want Sunday off you're going to have to find someone to cover that and Monday morning unless..." And that manager has to be responsible so such shuffling really ends up with necessary coverage because people make mistakes, often in their favor (OOPS!), and that can get complicated. Regular-hours life goes on despite peoples' shifts and they're forever having to be at jury duty, doctor's appointments, social engagements, govt offices, religion, dog kennels, kids' school meetings, etc etc etc which are fixed in the assumption that people work roughly 9AM-5PM M-F. Yeah some of that is actually easier for people who work odd hours and even the attraction of odd hour work but a lot of it isn't and comes up only once in a while per employee which means, for the manager, once or twice a week. Another practicality is policies about people "hanging out" during non-work hours because you'll find overnight people are night people even on their days off and often have nothing better to do than come in and use your higher bandwidth etc, or just get out of the house, they'll become friendly with overnight co-workers, which might be fine by itself until someone brings in a couple of six-packs because hey they're not working and there won't be a boss around after 1AM and...again, maybe not a problem until they decide to share their fun a little too much with people on duty who are nearby... The other problem is food, overnight people get hungry and depending on location and facilities for bringing and preparing food opportunities for a 3AM lunch can be limited in many locations and if you don't solve it somewhat employees may come up with suboptimal solutions like deciding it's only fair that they get an extra 20 minutes travel each way for an hour lunch, or cooking mess, etc. And of course who to call when something goes very wrong at 4AM or they'll call you every time, for some value of "you", or worse they'll call the police (for example) when you prefer they hadn't (or the police or other LEO will call them)...you need some procedures and training to anticipate such things, power problems, building management calling at 5AM that they need whoever is on to let some people in to knock down all the walls, they're waiting outside... Finally, a weird thing? If there's overnight telephone support people (some of whom are customers!) will find it, sometimes lonely people who want to hear a human voice at 4AM and sometimes completely crazy people who, well, want to hear a human voice at 4AM, some of them are very good at manipulating whoever will answer the phone, "our little secret please don't hang up please don't hang up really please!", you need policies and training if that's a possibility. Gak, I could tell stories... -- -Barry Shein The World | bzs () TheWorld com | http://www.TheWorld.com Purveyors to the Trade | Voice: 800-THE-WRLD | Dial-Up: US, PR, Canada Software Tool & Die | Public Access Internet | SINCE 1989 *oo*
Current thread:
- Re: 365x24x7, (continued)
- Re: 365x24x7 Tony Finch (Apr 15)
- Re: 365x24x7 harbor235 (Apr 15)
- Re: 365x24x7 Paul Graydon (Apr 15)
- Re: 365x24x7 Jay Ashworth (Apr 17)
- Re: 365x24x7 Robert Bonomi (Apr 15)
- Re: 365x24x7 Dave CROCKER (Apr 15)
- Re: 365x24x7 Bill Stewart (Apr 17)
- Re: 365x24x7 Adam Atkinson (Apr 17)
- Re: 365x24x7 Wayne Lee (Apr 17)
- Re: 365x24x7 Skeeve Stevens (Apr 17)
- Re: 365x24x7 Barry Shein (Apr 17)
- Re: 365x24x7 John Levine (Apr 17)
- Re: 365x24x7 Adam Atkinson (Apr 17)
- Re: 365x24x7 Michael Young (Apr 17)
- Re: 365x24x7 Bill Stewart (Apr 17)
- Re: 365x24x7 Tony Finch (Apr 15)
- Re: 365x24x7 Jeroen van Aart (Apr 21)
- Re: 365x24x7 Jeffrey Lyon (Apr 21)
- Re: 365x24x7 Mark Foster (Apr 21)
- Re: 365x24x7 bmanning (Apr 21)
- Re: 365x24x7 Jeffrey Lyon (Apr 21)
- Re: 365x24x7 Dave CROCKER (Apr 17)