Study on Human Factors and Team Culture to Improve Pager Fatigue

Monday, December 07, 2020 - 2:35 pm2:55 pm

Daria Barteneva, Microsoft

Abstract: 

Noisy pagers can lead to pager fatigue, but noisiness is a subjective idea: every team will have their own answer as to how many alerts lead to a noisy pager. There's an assumption that more must mean worse. That led me to wonder: does the number of pages correlate to on-call satisfaction? In this talk, we will look at the results of the study that confirms that a higher number of pages doesn't correlate with on-call satisfaction. The sense of agency to improve the on-call experience and drive the change in a collaborative manner had a stronger impact on team morale than just a number of pages. We will look at different aspects of team culture that have a high impact on engineers' on-call satisfaction and discuss behavioral patterns that contribute to a positive on-call experience.

Daria Barteneva, Microsoft

Daria Barteneva is currently Senior Software Engineer in Observability Platform in Azure. With a background in Applied Mathematics, Artificial Intelligence, and Music, Daria is passionate about machine learning, diversity in tech, and opera. In her current role, Daria is focused on changing organizational culture, processes, and platforms to improve service reliability and on-call experience. Daria is originally from Moscow, Russia, having spent 20 years in Portugal and now lives in Dublin, Ireland.

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BibTeX
@inproceedings {262198,
author = {Daria Barteneva},
title = {Study on Human Factors and Team Culture to Improve Pager Fatigue},
booktitle = {SREcon20 Americas (SREcon20 Americas)},
year = {2020},
url = {https://www.usenix.org/conference/srecon20americas/presentation/barteneva},
publisher = {{USENIX} Association},
month = dec,
}

Presentation Video