Pros
- Allows for remote work. - Good people peppered here and there. - If you don't really care about doing a great job and providing excellent service, but are good at optics and tolerating low standards, you can go very far.
Cons
- So lacking in organization as to challenge the very definition of chaos itself. - Business processes that are somehow overly complex and yet still containing gaping holes. - In house developed or heavily customized IT tools that don't function correctly or sometimes not at all. - No consensus on tools. So several ticketing/monitoring/tracking/documentation systems in use by teams that interface on support. - Constant re-orgs. - Due to the previous bullet points, many many employees have just given up on trying to follow processes and end up glomming on to anyone who will reply to email, even if the request isn't the responding party's responsibility. - Hyper secure environment but poorly implemented so as to cause serious overhead on even simple tasks - Machiavellian level internal politics and nepotism/tribalism. - Systemic institutionalization. Most employees are split between people who have adapted to the chaos and let it kill their soul. They are most adept at dodging work. - Low pay to management expectation ratio. - Being set up to fail is SOP. Not because they want you to but because, due to the above, success is rarely possible to any great degree.