Pros
Good people. Exposure to an array of technologies, not really able to be in a role to do anything meaningful with them until you get out of monitoring where you are just a cog processing hundreds of alerts day-in and day-out. Can take 6 months to a year before you are out of the role depending on when someone leaves and a position needs back filling. Although the next role after is not that much better. You constantly get tickets dumped on you. The ctc tries to distribute tickets evenly, however, there's not that many people for the tickets to go around. If you close too many tickets at a time, you will just get more tickets so the mentality is to hold on to your tickets for as long as possible until you have to post an update to reset the timer. Most people figure this out quickly and try to work the system. The good news is if they like you, you can get promoted up fairly quickly.
Cons
Terribly understaffed, but management sees this as a good thing because they would rather have us stretched thin to keep from hiring an extra person. There is no point in busting our butts to get exceeds because then management will think everything is fine and that we don't need more people. If we want more people we have to do the bare minimum and show that the OSC is struggling. We have been struggling the entire time since I started. Management also "kiss up and kick down" their team. Rather than speak up for us, they they will literally go along with any bad decisions their bosses decide, but if there's an angry customer they do not hesitate to pass on the blame and problems to their subordinates. Due to their lack of foresight to see a problem in the inane way we do things, we get threats of being written up or fired. Even techs are afraid to mess up because of this fear factor approach by management.
