Nick Lee, Uber
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.
Open Access Media
USENIX is committed to Open Access to the research presented at our events. Papers and proceedings are freely available to everyone once the event begins. Any video, audio, and/or slides that are posted after the event are also free and open to everyone. Support USENIX and our commitment to Open Access.
author = {Nick Lee},
title = {A Tale of Two Rotations: Building a Humane \& Effective {On-Call}},
year = {2019},
address = {Dublin},
publisher = {USENIX Association},
month = oct
}