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Review Support Manager on-call responsabilities

Ronnie Alfaro requested to merge review-oncall-manager-responsabilties into main

Why is this change being made?

💡 Provide a detailed answer to the question on why this change is being proposed, in accordance with our value of Transparency.

Personally, I see no benefit for hand-off tickets to be supervised by the Support Manager on-call. Why?

  • As a manager on-call the next steps will be to try and find a volunteer in the SGG channel for the ticket, if there is no response the on-call manager will ping the sgg managers who will then find an SE to take it. Considering this it will be more beneficial to go directly to the SGG managers directly.
  • In most situations, the path to take will be the one previously mentioned so removing this will allow the SMOC to focus in all the other responsibilities that are more aligned with the role.

CHANGEME - add the details saying why, not just what.

Author and Reviewer Checklist

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