A Tale of Two Rotations: Building a Humane & Effective On-Call

Wednesday, 2019, October 2 - 11:0011:30

Nick Lee, Uber

Abstract: 

Everyone wants to provide excellent and reliable service to their customers, but the world is a messy place. Things will break for reasons inside and outside of your control, and for the most unexpected reasons. At the end of the day, someone is going to be the on-call and step in to restore order to keep customers happy.

The question is, how do you keep your on-call as happy as your customers?

This talk examines how highly critical on-call rotations that protect core functionality can be made extremely effective and low-stress, and how completely ordinary rotations can get out of hand. We’ll discuss how best practices from the first rotation were successfully applied to the second, and how to apply them in your own rotation.

Nick Lee, Uber

Nick Lee has worked at Uber Amsterdam for three years, starting off as a backend engineer building user facing features and transitioning over to Production Engineering as he discovered how great reliability and toil reduction work is.

BibTeX
@conference {239468,
author = {Nick Lee},
title = {A Tale of Two Rotations: Building a Humane \& Effective On-Call},
year = {2019},
address = {Dublin},
publisher = {{USENIX} Association},
month = oct,
}