Pros
I really love my manager. Both managers in my area are well-versed in the software and advocate for us and communicate well. They seem to handle software defects with little push back. The development team works with the client relations and support teams fairly closely with weekly meetings to discuss what changes are needed and what is a priority. They don't track closes which is a big relief. The focus is to take care of the client and fix the problems. My manager is fully aware of what the team is working on, so he knows we are making progress and correcting problems no matter the number of closes we get as a result. My queue size is also a lot lower than my previous job.
Cons
On-call is rough. You get paged out almost every night with most pages between 2 am and 5 am. Upper management is pushing for more in-office time, which has not been well-received. We are currently hybrid, but they wanted us to go full-time in-office. Thankfully, they backed off of that, but I wouldn't be surprised if it was brought up again. The software code itself is very old, at least in my space. There are a lot of fundamental things I wish I could change for more efficient code, readable tables, history logs, etc, but we don't have the time to make big changes at the moment as we get our backlog under control.
