they gutted the support functions in the 2012 and either retired them or sent them to ops
i wasn't in IE for that so i didn't experience it directly, but i can still see the effects 5 years later; you go to look for MOP's on any part of an op and all you find is
last updated in 2012, phone lists are wildly out of date, nobody knows who to contact for any given situation
sure technology can replace a bit of that, if applied correctly and intelligently, but our information repository infrastructure is
dangerously bad
so what happened is you have a company of ops sups making things up as they go, which is a disaster