I have a day job, as a Senior Development Officer (something like System Analyst) in an IT department of a global bank. I have just switched my role recently, which is production support on a global custody system.
Apart from answering users queries, fixing production problems etc, I was given a mission with this new role. I have to find out ways to minimize our support cost. In another word, I need to streamline the support process, try to work out a support model which needs less effort.
I was given this mission mostly because the poor economy. Our budget was cut this year, 1,100 people were laid off globally. Our business likely prefer cutting the support cost and using the money to add more features to our system.
I am trying to study any improvements on our current support mode, hope I can complete this mission. Otherwise, I may be the next one to be laid off :P