[bravetraveler]

I think it's a bit silly to act as if the divides are so clear, as if industries don't become a soup-of-shit. Everyone learns these things from somewhere, trade shows have many attendees, etc. Players larger than any of these make several identical plays at once. They specialize while others build empires.

All of my recent experience has been SRE work - in these businesses, it's just as you describe. Bait/switch opportunities abound with operations work. Even non-tech companies require this kind of 'help'

It's industrialized, become a product itself. Insidious. Going to a vendor to help you do something you already have the staff for, yet putting gloves on everyone involved. It's endlessly frustrating!

+100, none of this is with malice to the individuals. Just... systems thinking, is all. Terrible feedback loops all around :/

There is a meme that the people you want in DCOPs are the exact types you lament RE: qualifications. Their wet dream is a warm body. Language isn't a requirement; we can translate (or even mechanically rehearse) the runbooks.

[p_l]

That's why I went for the term "thermocline", because it's not so much a hard divide, as more a moving, floating border at certain point in the spectrum where it seems the signs flip on certain values.

The thing is, turning a warm body into useful employee is, depending on task, not hard. But the experience dealing with WiPro, TCS, Infosys, and experience of others with Cognizant and HCL added to that, suggests that they don't even try, put KPIs that are in opposition with "useful service", and then lie to everyone including the employee. Like, at least someone employed to tell you why it doesn't matter you paid for your policy for years, it's not going to pay out, at least knows they are there to screw customers.

I can get useful junior data center operator out of a reasonably healthy warm body that I can communicate with (and there's at least one memorable time where we achieved success in remote hands case without mutually intelligible communications while over the phone), but that's like few levels above what I expect from WITCH and their ilk (because yes, other companies in areas dominated by them will end up hiring people from them with certain set behaviours who will then manage their groups in same way...)

[bravetraveler]

Fair point RE: "thermocline", though despite the rest... I find little distinction. It's there. Just little.

The body is regularly an 'accountability sink' (forgive likely abuse of the term). Sure, they can be made to do the job. They often don't [prepare or participate]. Hell, they have a robot to meet the requirement of posting a reply within a certain timeframe. It's a charade

I guess, most simply, I don't find them considerably worse as consultants than those who they consult for. I have yet to find a job where people - or whole departments/subsidiaries - don't behave as you describe. Truly constant.

Anyone who works for a company being acquired by EIG knows what's about to happen: set phasers to 'screw customers'. Along the lines of "Sorry, your shared hosting account includes five processes. Googlebot keeps you suspended by trying for 100." This stuff is commonplace/systemic, available to be seen by those so inclined.

Considering the gaps between knowing, admitting, or simply perpetuating... I don't think it's worth figuring out to such detail.