Set up to fail?

Hello, Bob:

This one is not difficult, or earth shattering, but I would like to see a different perspective.  I’m going to obfuscate the details for anonymity.

I am responsible for the datacenter that houses the hardware and network for a minority of our major facilities.  The current primary system is due to be upgraded and senior management wants to take this opportunity to move the hardware to our central data center.  I see, understand, and support the business reasons for centralizing our operations. 

The problem is that I will remain at the current location, yet still be responsible for the remote hardware and application QOS.  I have no management authority over the operations staff that will be tasked with day-to-day care and feeding (DCAF) of the system, nor do I have any remote administration capability.

I feel like I’m being hung out to dry despite assurances from the top on down that this is not the case.  I will still be in control of all the local ancillary systems; only the mission critical system that runs the entire business for the affected facilities is being moved.  The ink on my resume is drying just in case, but what I’m really looking for are strategies to diligently carry out my responsibilities.  At the central datacenter, my boxes are just another cow in the herd and I know that without self-interest at stake, the attention they recieve will not be what it was.

Thanks.

– Anonymous and out of control

Dear Out of control …

I don’t know about earth-shattering, but I’d say resolving this is going to be difficult, for the simple reason that getting a manager to reconsider a decision that has already been made is generally quite difficult.

And as you already realize, the current situation just won’t work.

Here’s what I’d recommend.

Meet with your reporting manager, the actual decision-maker (if it wasn’t your reporting manager), or both. In the meeting, walk them through the process that will take place right now every time there’s a problem with the system so they can see the impossibility of your being able to perform the job they’ve asked you to perform.

Then, point out to them that the easiest resolution is to simply make the data center that now houses the system fully responsible for its performance within the specificied service levels. Make sure you include the following statement, though: “I have plenty of other responsibilities to keep me busy.” You don’t, after all, want to recommend yourself out of a job.

One of three things will happen when you make this recommendation: They’ll agree; they’ll tell you they want you to retain responsibility and ask what needs to be done so you can be successful at it; or they’ll tell you they expect you to overcome obstacles like this yourself – just get the job done.

If they agree, you’re off the hook – hand it off to the main data center and remind yourself that from this point forward, it isn’t your problem.

If they tell you they want you to retain responsibility, walk them through a process that lets you succeed at it, including the tools you need and the escalation procedure that will have to be in place at the remote data center to ensure you can get problems resolved when necessary.

If, on the other hand, they tell you they expect employees to overcome obstacles like this, and it’s your responsibility to get the job done without involving them in this kind of discussion … well, then you’ve learned something important, which is that these are very bad people to work for, since they’re in the habit of setting up employees to fail. End the meeting as quickly as possible without arguing, and find a different job as fast as you can. And in the meantime, have a private conversation with the manager of the main data center, explaining your situation and asking for his or her help in keeping your system running.

If you have a strong interest in retaining responsibility for the system, your approach isn’t all that different. Instead of recommending that they transfer all responsibility to the main data center, say, “I see two alternatives: We can transfer all responsibility to the main data center. That does have one disadvantage, though, which is that we lose control over our own destinies. Is it worth the time and effort to try to manage the system from here? If so I’d be happy to walk you through what that process might look like.”

Whatever you do, don’t let them know you want to retain control of the system. This is something of a push-me/pull-you situation, so I’d advise caution when it comes to strongly advocating anything.

Good luck.

– Bob

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