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Proposal: AMER Senior Help Sessions

Introduction

We have seen a decline in FRT SLA % Achieved globally. In the AMER region, the managers have been holding daily standups to discuss the state of FRT. This week, @izzyfee and myself met with some of the Senior Support Engineers in the AMER region to bring them in on the discussion and identify some ways they can assist in the efforts to increase our FRT SLA % Achieved. This proposal was one action item taken from that meeting.

DRIs:

Ask

We are looking for 2 Senior SEs to act as DRIs to define the schedule and develop the rotation.

Proposal

AMER Senior Support Engineers will host a 1-hour long daily Senior Help Session where others can bring tickets that they need help on. The focus will be to determine the next steps for the engineer on the ticket. If no tickets are brought forward, the remaining time can be spent focusing on getting responses out on FRT tickets.

For each session, please open an issue in the Support Team Pairing project using the Senior Help Session template. This will automatically add the senior-help-session label.

Feedback from the Senior SEs in the meeting was that having a rotation of 1 to 2 Senior SEs to host the session each day would be beneficial to help promote an array of expertise.

We have one PD schedule for the Seniors in the West (PST)and another for the Seniors in Central/East (MST, CST, EST). The goal is to have 1 or 2 Senior engineers in attendance each day. 1 Senior engineer on Monday and Friday and 2 Senior engineers Tuesday-Thursday.

What does success look like?

  1. Support Engineers feel empowered to seek assistance and have a place to do so
  2. FRT achievement improves
  3. Increased collaboration

How long with the Senior Help Sessions be held?

As this proposal is to assist in the short-term goal of increasing FRT SLA % Achieved, I would propose that we utilize this until we meet our 95% FRT SLA Achieved goal for 2 weeks in the AMER region. However, a feedback/follow-up issue to discuss a long-term implementation will be created.

@wchandler @cynthia @e_munn @tristan @dstanley @admiralboom @greg @harishsr @sahbabou

Please contribute by 2021-11-10.

Edited by Aric Buerer