Engineers often encounter frustrating barriers when addressing critical incidents while on call, especially with inadequate tools and access permissions. Starting with a slow, cumbersome company laptop, the engineer must navigate a series of hurdles, including changing outdated passwords, troubleshooting non-functional VPNs, and delays in accessing incident reports. The production test environment further complicates matters with misconfigurations and missing permissions, hindering effective problem resolution. Ultimately, these challenges can result in significant delays and stress for engineers working to resolve service issues.
You start the company-issued laptop. You really dislike this machine. It's slow, clunky. You don't like the operating system. You can't even install an ad blocker for your browser.
You go to your incident management portal. This website is not available. You're not in the office, so you need to start the VPN.
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