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Dealing with IRQ conflicts in 2018

Dealing with IRQ conflicts in 2018

In this talk, I've explained the approaches our tiny web operations team takes to manage "unplanned work" such as system outages and tech support without losing steam with our projects.

Jochen Lillich

September 11, 2018

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  1. "Engineers are a scarce resource at even the largest organizations.

    Engineering time should be invested in the most important characteristics of the most important services. Striking the right balance between investing in functionality that will win new customers or retain current ones, versus investing in the reliability and scalability that will keep those customers happy, is difficult." Niall Richard Murphy et al., "The Site Reliability Workbook" @geewiz @freistil
  2. Create accountability → Weekly WIPR → Small work items →

    Ruthless prioritisation @geewiz @freistil
  3. What is toil? → Manual → Repetitive → Automatable →

    Nontactical/reactive → Lacks enduring value → Grows at least as fast as its source @geewiz @freistil
  4. Corral unplanned work → Ops on-call → Support on-call →

    Libero = business hours ops and support @geewiz @freistil
  5. Tools don't solve process problems, but a good process can

    benefit from good tools. @geewiz @freistil
  6. "You have to provide a compelling vision for people to

    follow and believe in. [...] Sometimes it’s a challenge to keep all the balls in the air at the same time, but there’s no shortage of vision. That translates into missions that we carry out day to day." Nick Caldwell, VP of Engineering at Reddit @geewiz @freistil
  7. Become a Drupal contributor Friday from 9am → First timers

    workshop → Mentored contribution → General contribution @geewiz @freistil