Building a healthy on-call culture

by | Feb 3, 2019 | Voxxed Days Bucharest 2019

Serhat Can is a versatile engineer who has built and operated products as part of the Opsgenie team. He currently works at Atlassian with a focus on Opsgenie and Jira Ops. His main interest as the Technical Evangelist is helping teams build better on-call and incident response practices. He has a special interest in Serverless product family of AWS and shares his production experiences with others as an international speaker. He is an AWS Community Hero. As a writer, he has published many articles and ebooks on websites, you already read. Serhat contributes to the community as an event organizer as well as a speaker. He is a Devopsdays core team member where he helps local DevOps communities organize events in 70+ cities. He also hosts many local events in İstanbul and Ankara such as Serverless Turkey meetup, DevOps Turkey meetup, and Devopsdays İstanbul.

Paging people just creates a series of problems unless you put enough resources to build a healthy “on-call” culture. Nobody wants to be buried into alerts or wake up at 2 am in the morning. There are several points you have to take into account to make on-call suck less.

At the center of each of these items, there are people. If you put your people at the center and design your incident response thinking about them in the first place, on-call becomes a competitive advantage. In this presentation, Serhat will start defining on-call and why we need a robust on-call culture. At this point, he’ll mention the impact of downtime and performance degradation such as direct revenue, and credibility losses.

Then, continue listing 6 must-haves:

– Be transparent

Share responsibilities

– Get ready for wartime

– Build resilient and sustainable systems

– Create actionable alerts

– Learn from your experiences

In each of these steps, there will be crucial points and pieces of advice to both developers and management systems. In the end, Serhat will show that our efforts in building a better on-call culture, will pay off as our people and user’s happiness.