I'm curious, why can't people that created the system take part in production support. You've mentioned finance, that I presume require high level of security, but at the same time there are also people on the other side, just not knowing the system first hand and perhaps having skills different from knowing how to debug software
They can, they just can’t have direct access to live systems due to separation of duties. But there are methods for dealing with this, like centralised logging so a developer never needs to see the original log file on the problematic box.
> But there are methods for dealing with this, like centralised logging so a developer never needs to see the original log file on the problematic box.
Indeed, most of our newer services have been doing that, so developers have direct access to logs, which makes our lives a bit easier.
But sadly a lot of systems our outdated, and nobody wants to invest time and money into implementing things there.
