Developping software goes with troubleshooting and fixing bugs. This is what we call Sustained Engineering. With this we ensure the continous operation of a system we manage.

Sustaining Engineering Team (SET)

A good approach is to have people rotating people from the different teams or from different area of  software development. A rotation of two weeks is appropriate. As an example the team can be composed of 2-4 people plus a leader depending on the dev team sizes and the number of bugs that can be handdled during the two weeks period.

While on SET engineers should primarily work on bug resolution, but should continue to attend planning session from their feature development teams. No  new feature development should be assigned to them during that period. If their is no bug the SET engineer can pick a work from it's dev team.

The SET leader is from one of the dev team and leads the team for the duration of the rotation. When a team member does  not know how to handle a bug he can contact the SET leader.

Workflow with Kanban

A kanaban board will help SET  in managing the workflow process. We are in a continous flow where the tickets in the TO DO column are organized from highest priority to lowest. Team members can move around the tickets to meet correct priorities. Members will pull ticket from the top of the list and work them till completion. SET meeting provides feedback on the current bugs and helps to understand blocking situations.