I need some guidance on this project management situation.
I have a software team with 4 developers, 1 QA analyst, and 2 part time student interns.
I have several projects where the owner has over-promised on delivery milestones that cannot be moved. I have 5 large projects currently ongoing, with one project requiring 3 staff. I am juggling this while also being hit with micro-projects like 4 hour copy updates.
It's a challenge but with the sharepoint project web app and TFS I am getting though it, but I just can't figure out how to deal with support tickets that well.
We currently have 2 large projects that we have shipped and we are getting 3-4 hour support tickets every couple days. I can plan for a developer to complete a 16 hours of work over 2 days, but then suddenly they are taken away for a critical bug for 4-8 hours. This happens quite often and is causing just about everything to be late.
I was wondering what process you would recommend to plan for these interrupting and unplanned support tasks while still trying to hit planned milestones.