Forest is a sort of "meta" Support Global Group, where managers and team members collaborate to grow new ideas and solve problems within individual SGGs. While Forest isn't an actual SGG, the Forest Slack channel gives managers an opportunity to work more closely together as a "global group" in support of SGG. Forest provides increased visibility on SGG and manager capacity, and serves as a place to strategize on global and regional SGG initiatives.
We encourage all SGG team members to collaborate with managers in Forest to discuss ideas, challenges, and successes, and to seek help when needed.
Each day, much like for each Support Global Group, a bot notifies the channel of regional manager availability, SGG load, and on-call details (including US Fed for the AMER region). This starts the daily thread where managers can highlight:
Additionally, managers are encouraged to use the information from the bot to make decisions when finding assignees for escalated tickets, managing simultaneous emergencies, or strategizing on capacity-related concerns for a given SGG and the impact that may have on FRT/NRT focuses.
Future ideas and iterations to increase both manager and SGG team member collaboration in this group are welcome.
On-call managers can summarize any escalations that require next region attention. This is a good area where we can iterate/evolve further.