Hi I am working in one of the top ten Indian IT company in USA. It's very hectic job along with kid. We have daily calls with offshore. They will call anytime 24*7 as they are given clear instructions to call onsite anytime and feel free. Inspite of working longer hours there is no appreciation from them. Client has no issues but the desi company has lot of mismanagement and bad politics. So my manager always keep giving me negative feedback all the time. It makes me more discouraging as I know how honest and dedicated am I when it comes to work. They will make allegations about me that I never pick up offshore calls. I never attend offshore sync ups when I know what I am doing. Such negative feedbacks are very discouraging. Offshore team is very much mismanaged and they call for any silly questions. Also there is no knowledge sharing and onboarding plan here so whoever joins new will keep calling till he/she speeds up. Also there is no rotation followed. We are supposed to pick up calls 24*7. Offshore can also ask us to login and look into any issue even on weekends. So sometimes I kind of purposely don't pick up calls if I am going out or have some plans. Don't know what should I be doing? Should I be taking the feedbacks seriously? I know if I take them seriously and work on it , I will have to give up my personal life. Please help.
Don't be se Don't be serious in your approach.....if there is no other alternative, then try to adjust...make peace with you...don't boil up your blood....prepare what is the worst thing that can happen...accept it mentally..now u r at peace..then explore the positive side....ways and means will surely come to you how to tackle the present. Always have deep faith in God.
Set your boundaries at work if you want to have a decent work life balance. I assume this desi company still follows US labor laws since it is based in the US. So I don't understand this 24*7 availability clause . Do not take their feedback seriously for your own sanity. Look for another job if that's possible , if not develop a thick skin and continue.
In a long run, it will hurt you a lot in your performance. Try to find another assignment. Eventually, the management will realize no one can support such a demand.
If you have an opportunity to switch your job to an American company, dont hesitate to accept it. Regarding the 247 support, open communication is key in this scenario. You cant change the work culture of the company. So you will have to set your commitments as well as boundaries. Let the whole team ,including your boss, aware of it. Skipping the calls without informing them the reason may create negative fbs. This is just a communication gap. No company can expect an employee to be 'on duty' 24 hrs a day. It is illegal too.
Is yours a 24/7 support? Or development work. If it is support , yes insure coordinator will have to get into p1/p2 calls at any time if the day and even weekends . In general how many calls you attend and how many you skip.. Take a note of it , make sure you attend sync up calls as it will be done by everyone , you won't be an exception , talk to your manager and set expectations that you only need to be called for critical issues not every issue , normal issues can wait till next sync up call. When they give you feedback ,ask them To qualify , usually they won't be able to qualify and you will able to Present your case as how much you stretch. If you don't feel comfortable,Look for another project in your company or switch companies.
What is ur Visa status? Is switching companies even an option? If yes start right away. Remember to look into ur and ur clients contractual obligations regarding taking u on full time . There is usually a lot of fine print. Unfortunately a work well done as a support team member is rarely acknowledged by the client...the cost of support is included in the cost they are being charged for the product...so as far they are concerned u are doing ur job...U are not going beyond ur call ur duty. They will only squeak when you aren't supporting them 24/7... Not fair I know..but thats how things are in most places where u are in support. Ur manager clearly is either clueless and shouldn't be in that role or is vindictive for whatever reason. So how do we fix this...?U need things in writing. Every time u take a call /attend to P1 bug in email ro what ever u use for ur tickets follow through with comment in the system . I am hoping u have a software which tracks these and shoots out emails to all concerned each time u make an entry (something like bugzilla /Jira) Make clear notes on what the issue was how u resolved it and the time spent. If u dont have software ...stick to emails. They work perfectly fine. Document. CC ur manager each time ( he asked for spam...) At the end of resolution of the issue cc his boss or ur project in charge with a summary. Most clients in this scenario(I am sure its some eng no the other end ) will end up thanking u for ur effort. There u have it..in writing. Keep this up for a quarter. Yes its a lot of work..but sadly u dont have a choice .I am not sure when u have next review cycle..if he makes negative comment...attch ur email thread (s) or the entire list of lira tickets and ask him to substantiate his claims. Now the ball is in his court. Taking calls 24/7 365 this is ridiculous. This should be on rotation basis. Ur manager clearly has no idea how to manage his resources...esclate this issue. Even to do this u need his expectations in writing...get him to say or put it in an email as a part of ur review /setting up ur goals exercise what is the expected level of support on weekends and nights. And if his negative comments at the end of ur review cycle do not match his earlier expectations highlight that. This will be a long painful process but it works..and unfortunately the only option out incase u are stuck with visa issues. Good luck!
