Equal parts higher-ed IT, web dev and support; with a dash of freelance consulting thrown in for good measure. (Oct/19: Seeking change of pace. Not afraid to take a step back in order to move ahead!)
Managers at my workplace are on a rotating weekly schedule with just one individual on call after-hours. Person in possession of the on call cell phone is responsible for triaging issues. If something can wait until the next business day, then a normal support ticket gets created on behalf of the caller with the incident particulars. On the other hand, if the matter is a true emergency, then our internal knowledgebase contains a series of "who to call if X happens" lists to get the correct non-management people in play.
Saving fish by writing code! Applications developer in fisheries, specializing in webapps and moving 'enterprise-y' legacy systems to modern agile systems - Email or tweet me if you want to talk!
Managers at my workplace are on a rotating weekly schedule with just one individual on call after-hours. Person in possession of the on call cell phone is responsible for triaging issues. If something can wait until the next business day, then a normal support ticket gets created on behalf of the caller with the incident particulars. On the other hand, if the matter is a true emergency, then our internal knowledgebase contains a series of "who to call if X happens" lists to get the correct non-management people in play.
The call tree with "who to call if X happens" is very helpful for incident response!