PROCESS BEATS HERO CULTURE IN NETWORK OPERATIONS
Stop glorifying “rockstar engineers.”
They might fix today’s outage. But if they leave tomorrow, what’s left?
Usually: undocumented changes, no policies, and a nervous leadership team praying the next incident doesn’t expose the gaps.
Here’s the hard truth:
Talent without process is just risk in disguise.
In network operations, customers don’t just buy “skills.” They buy predictability, transparency, and proof. If your partner can’t show templates, policies, or logs, you don’t have a partner – you have a gamble.
At ITcare, we made a choice years ago: build for process maturity first, then layer talent on top. That means:
– Templates and runbooks that make every incident response repeatable.
– Policies enforced under ISO 27001, not personal preference.
– Automation that eliminates the “hero engineer” syndrome.
– Proof of work – because screenshots of dashboards aren’t evidence.
Here’s the kicker: process maturity doesn’t slow us down. It accelerates us. Our 24/7 NOC resolves ~90% of incidents in 10 minutes, and every step is documented, logged, and auditable.
So the next time someone pitches you “senior engineers on demand,” ask a harder question: where’s the process?
Because in this business, talent is replaceable.
Process is what survives.
