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Silicon Valley Chainsaw Massacre (how I spent my last Friday night on-call) as presented at DevOops 2017

Silicon Valley Chainsaw Massacre (how I spent my last Friday night on-call) as presented at DevOops 2017

By Baruch Sadogursky and Leonid Igolnik

It’s 2017 and on-call shifts don’t have to be a nightmare anymore. In this talk we’ll discuss how to structure the process in a way it won’t look like blood, guts and body parts flying around. Which tools and techniques can help us? From a knowledge base tips, via proper design of the escalation path and an overview of the tools, we’ll talk about everything that can release the pain. Also, should all the developers have access to the production?

Baruch Sadogursky

October 20, 2017
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  1. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Silicon valley Chainsaw
    massacre
    Or how I spend my friday night on-call
    ….
    Leonid Igolnik & Baruch Sadogursky

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  2. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Introductions

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    DISCLAIMER

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    shownotes
    Slides
    Video (soon!)
    links

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  5. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Once upon a time ...

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  11. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    It’s a sev 1

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  26. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Sounds
    Familiar ?

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  29. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Sre: it’s their freaking job!
    DBA
    Messaging
    Other specialties
    And if you are lucky you have a follow the sun NOC

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  33. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    #painisinstructional

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  35. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    on-call enablers

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    Logs

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    Logs
    Search and aggregation tools
    Data masking
    Alerting capabilities

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  38. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    SEVerity definition
    It’s a sev 1

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    Well defined Severity definitions
    Who sets the severity:
    Support
    Customer
    Expected SLA
    Update frequency expectations

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  40. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Broken phone

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  43. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Effective reachability
    Virtual extension etc
    Escalation chat
    Virtual phone bridge
    Meeting point

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  44. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Escalation PATH

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  45. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Escalation PATH
    Who do you wake up and when?
    How do you reach them?
    All the way to CEO

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  46. @ligolnik @jbaruch #devoops jfrog.com/shownotes

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  47. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Manager ON-Call

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  48. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Manager ON-CALL
    External communications
    Coordination of activities
    Managing resources

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  49. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    PRoduction access

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    PRoduction access
    Ability to deploy hotfixes
    Documented steps for:
    Debug
    Log level changes

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  52. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Effective shift handover
    Pick a standard day of the week/time
    Schedule a 15-30 min call / meeting

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  53. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Other barriers
    Training
    Certification
    Knowledge base / Runbook

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  54. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    OK I am convinced
    BuT how do you convince
    them ?!?!

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  55. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Getting started with on-call
    This will take time
    Start with senior folks
    Find initial partner in peer teams
    Start small

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  56. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    REACTIVE Improvement
    Monitor Detect
    Fix

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  57. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    purpose

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  58. @ligolnik @jbaruch #devoops jfrog.com/shownotes
    Thank you, q&a, links
    @jbaruch
    @ligolnik
    #devoops
    Shownotes:
    Slides
    Video (soon!)
    links

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