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Sun's CIO Talks Internal Experiences

Posted by Zonk on from the learn-from-a-man-who's-been-there dept.

daria42 writes "This is an interesting interview with Sun's chief information officer Bill Vass, about his experiences as the CIO of one of the world's best-known high-tech company. In particular, Vass talks about corporate blogging (and frustrated lawyers), problems providing IT support to finicky Sun engineers (who sometimes demand Indian help desk support knows kernel details), Sun's programs testing its software internally on employees before it goes out, and how ultimately, his job is like any other CIO's...just with some cool toys."

1 of 115 comments (clear)

  1. Escalations by British · · Score: 3, Informative

    Here's how escalation works...

    1. Customer calls tech suppport(level 1)
    2. Level 1 can't fix it. Fills out an escalation form to level 2. The unseen beings of level 2 are supposed to call back. A "trouble ticket" is made to great detail by level 1 tech, apologizes to customer.
    3. Time passes by
    4. The unseen overlords of level 2(or escalation department) forget about the trouble ticket, hoping the customer and level 1 forget about the trouble ticket
    5. level 1 prays customer never calls back, since he/she heard nothing from level 2 about it, and never will.

    That's at least what happened when I did tech support for an ISP. I think I later checked on the customers with escalations, and they, well, weren't customers anymore.