PepsiCo re-badged significant portions of their IT staff last year to HCL. An Indian IT staffing company. Unfortunately, the process was executed poorly and work has ground to a stand-still, because no SLAs were set up for Service Requests...so, these tickets go out into the ether and can take weeks or months to be completed.
While staff has been told this is the new reality, and that we should realign our expectations, executives have not communicated this to our customers. Meaning that their expectations are aligned with the way things worked two years ago; back when Service Requests had 48 hour SLAs.
So while our ability to get work done has been crippled, expectations have not been changed and we are being hammered in performance reviews.
All of this has had a devastating effect on morale, and the company culture is completely shot. As you walk the hallways you don't really see people smiling anymore, and the tone of many communications has turned to anger and frustration.
Unfortunately, the relationship with HCL is under a seven year contract, so there is really no hope in sight of anything getting better any time soon.
