Kick Off Support, Maintenance & Managed Services

It is always a “dreaded and challenging“ job these days to be part of “Support & Maintenance“ projects and fixing incidents / bugs / defects that are caused by someone else, while the rest of the world is boasting of working with “new & über cool technologies”.

 

Before you read ahead, if your intention is to work with Uber cool technologies and you are using this project / team / company as a stop-over to find your grip, then refrain from reading further and motivate yourself to move on to find that “dream job”.  Suggest spending all your initial stop-over efforts there J

 

Alternatively, if you are here in the “Keeping the lights ON” team, that works on “Incidents”, “Problems” and you still want to challenge yourself further then keep reading further.  Of course, it’s not everyone’s cup of soup to kick start their career off in a Support Project/team, so please be reminded that your efforts are always lauded.

 

And if it’s neither of the above, then you deserve a better gig J

 

What Support & Maintenance / Managed Services Project are NOT?

 

1)    Well, these are NOT dreaded projects or those that are like “Left-over” parts of the meal, as many would view it.

2)    They are NOT in the least term “boring” or “monotonous” unless you force yourself to think that way 

3)    They are NOT about “on-calls" and “Weekend Spoilers” 

4)    They are NOT about “being in the line of fire or an opportunity to be finger-pointed” always – if you change the way you perceive

5)    They are NOT always about “Staying late & running batch jobs” or “waiting for something to fail /abort to provide support, but nothing happens & you go home, thinking you haven’t achieved anything

6)    They are NOT always about “cleaning someone else’s mess” – as long as you understand that the code could have been written by an enthusiastic developer like you who wanted to be part of “Dev project” & worked on the “then” uber cool technology bound by unrealistic timelines, but was not lucky enough to support his own work;)

7)    They are NOT the ones that offer limited or no scope for exploring technologies - if you look in the right direction with an open mind.

Achievers - 2015 - I

As the first month of 2015 is nearing its completion, already the year is buzzing with happenings around me. This year I decided to record them here in my blog and not just as FB posts which gets lost with the updates.

I decided to pen about the achievements - of whoever - that I like to share under the title - 'Achievers 2015' and I shall keep numbering them to different between posts.

So here goes, the first month of achievements that I am ready to share with you :) Without much doubt, this comes from my running team fraternity - AUsomers.

Our, Super Randonneur from last year - Gokul Raju has opened his account for this year achievement with completion of 400 Kms Brevet!  Now that he has opened his account for the year, what is going to follow is quite predictable :)  Congratulations Goks!  And today, as I write this blog post, he has also completed his Heritage ride to Pondy - Cycling!

Here is someone who stretched himself to scale new heights and that he put some of us to shame is no exaggeration.  Today, this man, stands in our midst after completing his 100kms Oxfam Trail Walk and that he did it at his age is no ordinary feat.  Of course, such things are common in the running fraternity, where most often you find the most elderly people finishing way faster than many of us youngsters! 

When he first announced that he is going to do this event, I personally had inhibition if he is well prepared for it.  [Don't ask me why? I have no answer probably or may be I was jus too stupid to think he won't be!]  Yet, his responses were quite confident & determined and he was sure he will finish it and that's what he did.  Mogo opened his 2015 achievement with this giant leap forward :)

Congratulations to Moorthy Govindarajan (fondly called as Mogo in our AUsomers circle). Keep inspiring us Mogo!

Next is our own Giri (fondly called as Cheetah in our circles) who finished his Half Marathon in Standard Chartered Mumbai Marathon (SCCM) 2015 with a timing of 01:24:16.  Every time he is out there on the event running, we feel that he just wants to prove true to his name!   Knowing Cheetah, what else to expect that he is just roaring on the roads!

Congratulations Giri Bhai! :)

With that starts the year of achievers for 2015!

Note:  Images are from the FB albums of the achievers

Tamarind City - Where Modern India Began

Here I am back with my book review & very soon after am done with the book.  This review is on the book "Tamarind City - Where Modern India Began" by Bhishwanath Ghosh.

Initially thought it was yet another book on my city "Chennai" but then some FB wall messages on this book, made me borrow it from an online library.  Yes, it was a good decision to read it.

Smiling to myself as I write this review on the book, for I am so happy that I read it.  Quite liked the book and the way it took me on travel from 'New (& now) Chennai' to 'Old Madras'.  Learnt a lot about how my city was the place where Modern India began.  [Yea, now carry that pride & ego of 'my city'...;)]

Author takes us on a travel seamlessly integrating 'Then & Now' and it is nice to read more behind those who are still contributing to Chennai (some famous & lesser known names).  As you read through each of the landmark or prominent place mentioned, one identifies with it & gradually sinks into the vision of how it would have been those days - the same place, the same landmark etc. from the descriptions.  Loved this effect!

From George town, ripon buildings, to Rathna Cafe to Marina and more...this book has it all.

Not that writers earlier on Chennai didn't do it but somehow I find this writing more flowing like a story rather than a record of incidents / happenings.  This has made the book more attractive to read.  As always, I found the big-sized fonts which goes easy on the eyes.  

If you have lived in Chennai, even for a year, do read it.  One can relate with it easily. :)  Enjoyed the book thoroughly!  Thank you, Mr. Bhishwanath Ghosh for providing such a record of Chennai.

DEUTSCHLAND und KUNDEN SERVICE - Chapter 3

Around 12h00 or so, Stupid Foreigner gets a call from the sweetheart German Truck driver. He will meet her in 20 minutes. Hurray!!! Finally, it is going to be 'Christmas' soon....and Stupid Foreigner will receive her Christmas gift .....that is the arrival of the German Truck Driver!!!

Yes....the clock ticks by seconds and nano seconds.....there he comes! Mein Liebe!!! She could feel the first tinges of snow on her; at a distant she could hear the church bells ringing....fairies are dancing. Before she could realize what was happening, he was in her apartment. After a short exchange of words, they both got into action, for neither was ready to waste any further time. It was already late...and couldn't wait any more! They push, support and comfortably places one on top of another. After few minutes of moving up and down with heavy weight, by 12h40 it was finally over!

(Stop....what did you imagine!? They were ONLY loading the packages into the truck, moving it down from 2^nd floor!).

It was time and she said 'Tschus! Schoen Tag noch!!' and proceeded to make her move towards office.

After all these years of being in Deutschland, Ms. Stupid Foreigner, finally understood, 4 days before flying out what does it mean when they say 'Willkommen in Deutschland'!!!!!!!!!!!!!!!!!!!!!!!!!

DEUTSCHLAND und KUNDEN SERVICE - Chapter 2

It was 29^th August, 2007, the day for the cargo pickup. Scheduled & confirmed time was between 08h00 and 09h00 (CET). Clock ticks 09h00....09h10.....uuuhhhh...Ms. Stupid Foreigner gets butterflies in her stomach. Did she say 09h00 or 21h00??? She got confused because normally Germans are known for their “Punctuality”.....(No...no...this time she was sure she didn't mean it in the Indian sense....where 09h00 means 12h030....)

She was convinced the Germans will land up at her door and say "Guten Tag...blah blah..." and just pick her bags away. Yet, due to her restlessness, she decided to call the Cargo Company and enquire.

Tring....Tring....rings the phone bell (3 times).

No answer.....fourth time, there is a voice on the telephone but not the person whom she wants to talk to. Never mind, my lady Ms. Stupid Foreigner politely said she will call back.

After some repeated calls to the Cargo company....finally she got a response, the truck will arrive at 11h00 (When this was told it was already 09h40!!!)

Oh yes!!! That sounds great!!! Stupid Foreigner makes the first move to inform her boss and writes a mail to him, saying, since the truck driver is 'Most likely' expected to pick up the packages, accordingly she will also 'most likely' arrive in office by noon.

But something kept irking her as to what went behind those repeated calls that went unanswered.....Guess what...!?

Behind the Scenes

The Germans have finally come to a conclusion (within a very very short span) that in order to transport her 4 boxes and a cycle, they need to buy a new truck!!!!!

And they proudly announced that they are proceeding with the purchase....just to service their valuable customer, Ms. Stupid Foreigner. (Oh no!!! Don't you worry Stupid Foreigner, they will not charge you for it; how come??? Stars above your head??!!!.....that is because it is not part of the contract!!!!!! Gotcha!]

After this painstaking decision, they entered into the 'not-so-skilled' area of price negotiation. The germans are still negotiating the price for the truck (After all, they are not good negotiators...you know...neither are they like Japanese..who shun negotiation...they still try...!)]

Back to Front scene

Ok...after all these wait period, our lady Ms. Stupid Foreigner goes ahead to ask, is that confirmed?...Booommmm...now you are expecting a german to confirm?!?! Man!!! Stupid Foreigner, you must be crazy....are you insane?!!

The lady on the other end of the phone "I am not so sure...I am sorry....I don't know..."

[If there was ever a competition of using so many uncertain & negative words in one statement...gosh...you know who will win!] I will call you in half hour!!! Bang...goes the line!

Yes....the half hour wait continued....till Stupid Foreigner, receives a call after 40 minutes....(I thought i learnt that half hr = 30 mts and NOT 40) May be, stupid Indian math is no good!! They teach everything wrong.

Ok...and what happens in the call, something positive...Guess what! She gets a "SUGGESTION" from the company (THAT'S BLOODY POSITIVE) that “why don't you go to office...and the truck guy will cal you 15 minutes before he arrives and then you can come back home, send your things...and be happy!!”

On hearing this, our sexy lady's heart starts to beat faster and now all religions became one at this moment in her mind....that she started to go "Halleluja.....Insha Allah....Sree Krishna...."

You know...Stupid Foreigner never learnt that she should stop "Questioning"....so she goes ahead to ask for the reason...and gets an answer....."Oh...the truck has got a breakdown...the driver waits for further support in the middle of nowhere.

(Poor German truck driver....looks like there was no manual which specified how to react or respond in such a situation! No there was a manual which said that and but NOT A LAWWWWWWW....so...he waits endlessly)

The lady from the Cargo company....didn't want to decide how to proceed (well...one should be happy that she came up with a suggestion...can't expect more...!) So final suggestion from Stupid Foreigner end was “Ok...I wait endlessly for my German sweetheart truck driver to come & pick up the goods...for I have to move it out today...and try to work from home!!!”

Stupid Foreigner, that sexy little lady, is too duty bound that she now makes her next move to inform her boss and colleagues about further delay to come to work. So she writes a mail to her boss, giving a briefing of the situation and states in her mail, “So that is why this mail to you ......saying am working from home....until this stuff finishes and to your question...'will i come to office today'..my answer is ..."I am not sure....I am so sorry....I don't know...". Any further questions, the answer repeats!!! ;-)

DEUTSCHLAND und KUNDEN SERVICE - Chapter 1

Have you ever been a Customer?

“Yes”, proudly says many hearts.

Have you ever been a Customer in Germany? “Errrr....what difference does that make?

A customer is a customer, no matter where he is, in which part of the world he is!” True...but it does make a difference when it comes to “Customer Service”.

Really......?! How come?? And where? ...Read on....the following interesting ordeal...:)

It was one of those days in August, when “Summer was reportedly over in Hannover” (It is Hannover with “nn”, per German Standards and not with “n”, the american way). It is in Germany and not the one in US!!!

Our heroine of this novel, Ms Stupid Foreigner (Yea thats the name she gets in my novel).....is counting her days eagerly to fly back to home in India. But this eagerness doesn't stop her from her duties or tasks to be completed before she leaves. One such task was to ship her personal belongings back to India through a Cargo company.

After having been in Germany for 2 years, she was well aware of “providing information in advance” to the German companies, whatever be your request. Of course, definition of “Advance” can vary anywhere between 3 days to 3 months depending on the nature of service one avails. Having had 'advance' training in such notifications, she promptly made arrangements with Cargo company (both in India & Germany) for a pick up service, 4 days in advance.

Another education has taught her about the 'various documentations' that need to be provided and so she promptly provided the photos of the packages, checklist etc. Things went well....and our lady was brimming with joy that things are moving smoothly and waited for the “Tag des Pickup”, that glorious moment when can put a Tickmark on her checklist of milestones. (Now....you better be aware that Ms. Stupid Foreigner is a dignified IT Software Pro and that should tell you how much importance and value it carries if you are able to put a Tick mark or completed mark against a milestone!)

Palace of Illusions

After a long time I managed to finish reading a book....this time I picked up an author who is not in my usual list and also a fiction one. "Palace of Illusions" ....which portrays happenings in Mahabaratha from Panchali's view point.

It was quite an interesting read and filled my evenings. It did not say anything greatly different from what a women would think or portray sufferings or shortcomings of yester years.

In the whole book, the key thing that interested me was the secret feelings between Draupadi and Karna for each other! It did keep in thoughts for a while...actually days....and possibly still..:-)