Letters: Readers respond to an article about quitting the rat race, with some saying their generation was handed an untenable position and others saying the struggle is nothing new
This just puts a huge spotlight on the thing I hate the most about my line of work. I’m sure it’s not just my line of work with this problem, but there’s plenty of examples of workplaces that do not have this problem.
My career is in IT support. Whether doing systems administration or networking or something else related, it’s my lifeblood.
Almost every job I’ve ever had in this field works on the basis of tickets. A concept which, isn’t in and of itself a problem, nor is it unusual. Similar systems exist in many careers; they’re similar to a chit in the restaurant industry, which contains an order, which is passed to the kitchen for the cooks/chefs to complete. Same thing. And there’s examples of this same idea across many careers, called all kinds of things from a requisition, to a work order, they’re all variations on the same idea.
The trouble begins with how tickets are worked and completed. In other industries, you pick up a task, whether a chit or work order, you finish the task, and you mark it as complete, but in IT, it’s very different in one key way. We have to not only justify and report everything we do, but also mark down exactly how long it took. It’s this last point that’s the problem. I am under continual scrutiny, every minute of every day to justify what I’ve done, and when I did it. In every job I’ve had, my ability to fill every second of my day with records of what I’ve done and how long it took to do is praised, or the lack of that ability can create some significant issues with maintaining my employment status.
There are good reasons to keep these records, to have a record of changes, and coordinate with coworkers, in the event they need to continue work I’ve started, or vice versa, and to note when something changed so that if issues arise, those actions can be examined as a potential cause. But this requirement has become weaponized by every employer to keep a stranglehold on productivity. If you take too long on a task that they think should have taken less time, you’re suddenly found in a meeting where you have to explain why you were so inefficient. If you excel and you’re able to complete your tasks quickly, that faster pace becomes the new standard, and anyone who isn’t capable of keeping up gets reprimanded for dragging their heels and wasting time.
The goal posts continually move. I can’t so much as take an extended shit without someone taking notice.
Meanwhile, so many jobs are simply focused on being present and looking busy. Before I went into IT, I worked at a grocery store, and short of clearly and obviously standing around doing literally nothing, no manager even took notice of you. If you were doing something, literally anything that looks even remotely productive, you were left alone. Which isn’t to mention all the down time, when there isn’t anything to do, and you just go and adjust the products on the shelf needlessly because it made you look busy. That same concept can be applied to a lot of different jobs, but with IT, it’s not sufficient to simply look busy. Your time must be put into a ticket.
And the mentality you’ve described is extra bullshit in an IT or support role, as I’m sure you’re aware.
This is paraphrased in the “Doom talk” I had to have with my boss back when I was working in systems maintenance. As in, he’d come into my office and complain, “Every time I come in here you’re just playing Doom. You need to justify your salary or otherwise maybe we don’t need to pay you.”
What MBA’s and PHB’s don’t realize is that IT and systems maintenance is not a production-oriented operation. You’re not making widgets. The metric is not how many tickets do we generate and how fast are they solved. The metric is, how can we have as few tickets as possible? Because by and large what you’re doing in support and IT is fixing stuff that’s broken. The ideal state for the business to be in is not to have anything that’s broken at all, on a minute-to-minute basis.
Boss, you want to see me in my office playing Doom. Because that means none of your millions and millions of dollars of mission critical infrastructure which your engineers rely upon to generate billable hours is on fire. If any of it catches fire today, I am on site to put it out. If anyone has a problem or a question, I am on call to solve it. If there is maintenance to be performed or new equipment to be rolled out, I’ll be doing that. But otherwise I’m not going to invent busywork just to placate middle management which, as a whole, can’t reliably remember which of the two mouse buttons to click.
This just puts a huge spotlight on the thing I hate the most about my line of work. I’m sure it’s not just my line of work with this problem, but there’s plenty of examples of workplaces that do not have this problem.
My career is in IT support. Whether doing systems administration or networking or something else related, it’s my lifeblood.
Almost every job I’ve ever had in this field works on the basis of tickets. A concept which, isn’t in and of itself a problem, nor is it unusual. Similar systems exist in many careers; they’re similar to a chit in the restaurant industry, which contains an order, which is passed to the kitchen for the cooks/chefs to complete. Same thing. And there’s examples of this same idea across many careers, called all kinds of things from a requisition, to a work order, they’re all variations on the same idea.
The trouble begins with how tickets are worked and completed. In other industries, you pick up a task, whether a chit or work order, you finish the task, and you mark it as complete, but in IT, it’s very different in one key way. We have to not only justify and report everything we do, but also mark down exactly how long it took. It’s this last point that’s the problem. I am under continual scrutiny, every minute of every day to justify what I’ve done, and when I did it. In every job I’ve had, my ability to fill every second of my day with records of what I’ve done and how long it took to do is praised, or the lack of that ability can create some significant issues with maintaining my employment status.
There are good reasons to keep these records, to have a record of changes, and coordinate with coworkers, in the event they need to continue work I’ve started, or vice versa, and to note when something changed so that if issues arise, those actions can be examined as a potential cause. But this requirement has become weaponized by every employer to keep a stranglehold on productivity. If you take too long on a task that they think should have taken less time, you’re suddenly found in a meeting where you have to explain why you were so inefficient. If you excel and you’re able to complete your tasks quickly, that faster pace becomes the new standard, and anyone who isn’t capable of keeping up gets reprimanded for dragging their heels and wasting time.
The goal posts continually move. I can’t so much as take an extended shit without someone taking notice.
Meanwhile, so many jobs are simply focused on being present and looking busy. Before I went into IT, I worked at a grocery store, and short of clearly and obviously standing around doing literally nothing, no manager even took notice of you. If you were doing something, literally anything that looks even remotely productive, you were left alone. Which isn’t to mention all the down time, when there isn’t anything to do, and you just go and adjust the products on the shelf needlessly because it made you look busy. That same concept can be applied to a lot of different jobs, but with IT, it’s not sufficient to simply look busy. Your time must be put into a ticket.
It’s oppressive and the way of things in IT.
The perpetual problem in IT
BOSS to you “If everything is working fine, what do I pay you for?”
Also BOSS to you “Things are broken, what am I paying you for?”
And the mentality you’ve described is extra bullshit in an IT or support role, as I’m sure you’re aware.
This is paraphrased in the “Doom talk” I had to have with my boss back when I was working in systems maintenance. As in, he’d come into my office and complain, “Every time I come in here you’re just playing Doom. You need to justify your salary or otherwise maybe we don’t need to pay you.”
What MBA’s and PHB’s don’t realize is that IT and systems maintenance is not a production-oriented operation. You’re not making widgets. The metric is not how many tickets do we generate and how fast are they solved. The metric is, how can we have as few tickets as possible? Because by and large what you’re doing in support and IT is fixing stuff that’s broken. The ideal state for the business to be in is not to have anything that’s broken at all, on a minute-to-minute basis.
Boss, you want to see me in my office playing Doom. Because that means none of your millions and millions of dollars of mission critical infrastructure which your engineers rely upon to generate billable hours is on fire. If any of it catches fire today, I am on site to put it out. If anyone has a problem or a question, I am on call to solve it. If there is maintenance to be performed or new equipment to be rolled out, I’ll be doing that. But otherwise I’m not going to invent busywork just to placate middle management which, as a whole, can’t reliably remember which of the two mouse buttons to click.