Many of the Services provided by a typical IT Operations organization requires a '24x7' availability for those services.  To manage those expectations, there are a variety of planning exercises, metrics, processes and many meetings.  When a service becomes unavailable, 'All hands on deck' is the battle cry until resolution.  After resolution, there is a series of sub-processes to document the event, identify root cause, identify opportunities of improvement, coordinate those improvements all in an effort to ensure it doesn't happen again.

With that said, over time, when the same people are involved with these types of activities (day in and day out) they will eventually feel the grind overwhelming and may slow down... some may even let their passion and zest burn out.  Although they may not acknowledge it, the impact is real.  For example, the focus on customer service or the impact on users or business function may slip a bit...  where they discount the impact as minor... 'the business will survive'... it wasn't so bad...  where the prior focus was a passion to improve and drive to operational excellence... 

Compare to team sports... people get replaced at times by a 'sub'... someone capable of filling in for them...while they take a breather... while they are on the bench, they step away from the action, get some water, take a break... sit down and watch others... observe... all very necessary so when they go back in, they play at the top of their game.  But when there is only '1' player that everyone relies on and they always have to be in the game, they will not be able to carry the team ALL the time.

Same goes for an IT organization...  you have to build up various levels of support and skills so that your senior most staff don't have to resolve everything or don't have to engage on every call/outage. That takes advanced planning, training and preparation...  coordinate efforts to have people 'practice' for the big game... they can't just be expected to be ready after a few knowledge training efforts.  People take years to become familiar with certain aspects of technology...  you can't just plug someone in and have them be successful...  takes daily, weekly, monthly preparation over long periods of time...

The most successful organizations have 'depth'... depth means you are able to have your '1st stringers' take a break... go on vacation...   spend time with their family/friends... go fly fishing... and the business keeps on running!  Everyone needs time away from the office... pursuit hobbies, push their mind in other areas... come back refreshed...  So... Do you have depth or someone to cover for you so you can step away for a week or?
 


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