Willfully ignorant upper management - Senior Infrastructure Engineer Total Computer Networks Employee Review

Since the merger with Overbright and constructive dismissal of the previous director of services the standard of hiring, processes and communication has dramatically dropped. A recent round of "cost and efficiency excersises" have been performed without consideration for technical skill or projects on the go leaving the service desks capability dramatically decreased and customers extremely unhappy as no handover is performed and work is lost. The number of engineers has fallen to a critical level as many engineers have taken this opportunity to find employment elsewhere even where they were not affected. If anything requires looking at above a workstation level it will need 3rd line involvement as the 1st and 2nd line engineers are very poorly supported and trained by their team leads and head of the service desk. This has also led to a toxic culture where people are only concerned for the numbers rather than the outcome for the customer and fingers are often pointed to assign blame when issues arise without any plans in place to improve the service. The number of ISO incidents has skyrocketed due to the poor on boarding of new engineers and the turnover is incredibly large, with the longest serving engineers having been with the company for a year or less. The 2nd new director of services (within 12 months) hides from customers meetings and will only communicate with team leads who paint a different picture to reality. Benifits have been subtly cut with a payrise being an impossibility. This is especially impactful as there is a £25k pay disparity in the 3rd line team alone and this does not reflect the outcomes of the engineers. When working on site, 2 hours travel each way is expected to be unpaid and the on call rate is exceptionally low. There is no integration between managed services, professional services and sales which leads to services being sold without technical capability existing in the desk or even services that do not exist at all and reports having to be fabricated on the fly. Handover is poor to nonexistent and projects are often not fit for purpose or finished leading to managed services having to "fix forwards". There have also been several instances where professional services have been directly antagonistic to clients leading them to threaten to pull contracts and refusing to work with said engineers. There are further issues than I can cover in this one review but it's clear that even after bringing these up to management that there is little desire to change. I am truly saddened to see the route Total has taken as I saw myself staying for the long term when I joined just over 2 years ago. The current movement on companies house suggests the business is being stripped for sale on another merger into the new directors company Boxee.