Apologies if this is not the correct location.
I have a team of users that are located in the US and UK. Traditionally, our on call rotation has been very simple. Everyone is in the rotation and it’s setup to be a weekly rotation with a handoff on Firday at 8:00 AM. Easy enough.
However, we want to adjust this now and add a little more complexity to it. I’ve been playing with this for a bit now but I think I am going blind.
My question is what’s the best way to set this up so when one of the US team members is on call, someone in the UK will cover the 2:00 AM to 11:00 AM hours for the US engineer, and when a UK engineer is on call, a US engineer will cover the 8:00 AM to 5:00 PM time frame. The weekends will be up to the whoever is the primary on call for that week so there is no business hours coverage over the weekend.
What I’m having issues with is some of the users are US based, and some of the engineers are UK based so I need my stop / start times different for that second layer. Some users will do 8 am to 5 pm central time, some will be 2:00 AM to 11:00 AM central time which is the UK users.
I’ve tried splitting this out to 3 layers…1 with the US team, 1 with the UK team, 1 with everyone and then restricting on call to certain times, but I end up with either the same person who is primary, also covering their own business hours which effectively cancels out what I am trying to accomplish. It’s not all the time when I look through the schedule just some times.