I’m big on systems. I’ve been trying to encourage the heroes on my team to move toward systems that don’t require daily heroics. I got the ball rolling on several of them. However, they seem too busy with their hero work to help put the systems in place to make all that work go away. It’s been pretty frustrating. I feel like I’ve made my case a few times, and they heard me, but I suppose the incentives are still aligned toward the heroics.

Sometimes I feel guilty for not working on the tickets that come to our queue, but they wouldn’t be there in the first place the heroes finished up the work I started for some of their stuff. We have an entire team at the company designed to take on 1st level support, they just need some docs and a warm hand off to get started.

What does heroism even mean