Idea for breaking up the content to be learned, specializing, and avoid skipping tickets
I have been thinking about how we could reduce our response times, avoid the process of skipping difficult tickets.
Could we make a list of the difficult topics, for example: CI, Geo, LDAP, Container Registry, Upgrade Errors And split them up between the team. To really crank down response times we could split them within timezones, so split them between @cabargas, @dblessing @balameb, and also split the same topics between @MrChrisW, @arihantar, @dewetblomerus (me).
If person X handles 2-3 Geo tickets per day, they will become much faster at it, and less reluctant to take a ticket and go for it. Then every SE has about 2-3 topics that they don't skip when a hard ticket comes along. They take it, respond, ask for help, do the learning required to resolve it, and only escalate when necessary.
I think we would learn all the topics faster if we take them in chunks, rather than learning them all in parallel. To make sure we spread our depth and breadth of knowledge, we switch topics around every 3 months? Longer? Shorter?
I am not suggesting that every SE does not need to learn everything. I am just suggesting a way that I believe will help us do it more efficiently and reduce our response times.
It would be helpful to have this public somewhere like the team page, and call it something like "Geo responder" or "Geo Specialist"?
@gl-support please comment. I am putting this forward as a possible solution but I am sure there are angles of it I have not thought of.