「CSを加速する新しい流れ」XFLAG スタジオにおけるCREとは

「CSを加速する新しい流れ」XFLAG スタジオにおけるCREとは

JustTechTalk#11 エンジニアの新しいキャリア Customer Reliability Engineer (CRE) 発表資料です。

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Hiroki Toyokawa

March 17, 2018
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  1. ʮCSΛՃ଎͢Δ৽͍͠ྲྀΕʯ XFLAG ελδΦʹ͓͚ΔCREͱ͸ ๛઒ ߂थ (@otoyo0122) JustTechTalk#11 גࣜձࣾϛΫγΟ XFLAG ελδΦ

    CREνʔϜ
  2. ࣗݾ঺հ • ๛઒ ߂थ (@otoyo0122) • גࣜձࣾϛΫγΟ XFLAG ελδΦ CREνʔϜ

    • ུྺ ◦ WebܥελʔτΞοϓΛܦͯɺݱ৬ (2013೥2݄ʙ) ▪ ΧελϚʔαϙʔτ (CS) ෦໳ઐଐΤϯδχΞͱͯ͠5೥ ◦ CREνʔϜൃ଍ (2017೥12݄)
  3. XFLAG ελδΦ • εϚϗΞϓϦ ◦ ϞϯελʔετϥΠΫ (2013೥10݄) ◦ ϞϯετελδΞϜ (2015೥4݄)

    ◦ ϑΝΠτϦʔά (2017೥6݄) • ಈը ◦ ϞϯετΞχϝ (2015೥10݄) ▪ ੈքྦྷܭ࠶ੜճ਺2ԯճಥഁ (2017೥6݄) ◦ ܶ৔൛ (2016೥12݄) • ళฮɾECαΠτ ◦ XFLAG STORE SHIBUYA (2017೥5݄) ◦ XFLAG STORE (2017೥6݄)
  4. Ϣʔβʔମݧ

  5. ࠓ·Ͱങͬͨ΋ͷ

  6. ͦͷ͓ؾʹೖΓ͸ ͳͥʁ

  7. None
  8. None
  9. None
  10. ݏ͍ʹͳͬͨͷ͸ ͳͥʁ

  11. None
  12. None
  13. None
  14. ސ٬ରԠͱ৴པ

  15. ࿑ྗ͕େ͖͍

  16. None
  17. ରԠ͕ѱ͍ ͱ ؾ෼͕ѱ͍

  18. ରԠ͕ѱ͍ ͱ ৴པΛͳ͘͢

  19. ରԠ͕ྑ͍ ͱ ৴པΛಘΔ

  20. ৴པ͸େࣄ

  21. CS=ΩʔϚϯ

  22. CSͷݱ৔ͱ՝୊

  23. ͳͥѱ͍ ରԠʹͳΔ

  24. 2ͭͷ໰୊

  25. ᶃٕज़తͳ໰୊ʹରԠͰ͖ͳ͍

  26. ᶄπʔϧ͕׬શͰ͸ͳ͍

  27. ։ൃνʔϜʹ པΊ͹

  28. ๩͍͔͠Β͋ͱͰͶ

  29. ๩͍͔͠Β͋ͱͰͶ ѱ͘ͳ͍Α❤

  30. ։ൃ CS

  31. Ͳ͏͠Α͏ʁ

  32. ಉ͡໨ඪͷΤϯδχΞ͕͍Δͱ͍͍ΑͶ

  33. CS՝୊͸ޙճ͠ʹ͞Ε͕ͪͱ͍͏ೋॏߏ଄ͷ՝୊ CSઐ໳ͷΤϯδχΞνʔϜ͕͍Δͱ͍͍ • ٕज़తͳόοΫάϥ΢ϯυ͕͋ͬͯ • CS՝୊ʹ༏ઌతʹऔΓ૊ΊΔ

  34. XFLAG ελδΦCREͷ੒Γཱͪ

  35. ੲʑ͋Δͱ͜ΖʹCSઐ໳ͷ։ൃνʔϜ͕͋ͬͨ

  36. ͔ͦ͠͠ͷଘࡏ͸Ṗʹแ·Ε͍ͯͨ

  37. ΍͕ͯय़ʹͳΓ ɹ৽ଔ͕ೖ͖ͬͯͨ

  38. ৽ଔ͸ݴͬͨ ʮΤϯδχΞͳͷʹCS഑ଐ͔ͱࢥͬͨʯ

  39. CS՝୊ʹऔΓ૊Ήਓͨͪ ໊લ͸ҧ͑ͲͲͷձࣾʹ΋͍Δ

  40. ଘࡏ͕஌ΒΕͯͳ͍ ඞཁͳͷ͸Θ͔ͬͯΔ Ͱ΋ඞཁੑ͕ೝ஌͞Εͯͳ͍ ՝୊Λर͏೔ʑ ͜ͷઌͲ͏ͳΔΜͩΖ͏ ໨ࢦ͢΂͖΋ͷ͕ཉ͍͠ ೰Μͩ

  41. http://developer.hatenastaff.com/entry/2017/08/09/173607 ೰ΜͰͨΒΠϕϯτͰग़ձͬͨਓ͕CRE?ʹͳͬͨ

  42. CREͱ͸ʁ Customer Reliability Engineer (ސ٬৴པੑΤϯδχΞ) Google ͕ఏএͨ͠໾ׂͷ1ͭ ސ٬ͷ༷࣋ͭʑͳ՝୊ΛΤϯδχΞϦϯάͰղܾ͢Δ αʔϏεɾϒϥϯυʹର͢Δސ٬ͷ৴པͷ࠷େԽ͕໨త

  43. CRE͸୳͠ٻΊ͍ͯͨ౴͑ͩͬͨ

  44. 2017೥12݄ɺCREνʔϜઃཱ

  45. ᶃCSπʔϧ౳αϙʔτ؀ڥͷ։ൃɾอक ɹαʔϏεͱಉ͡ίʔυϕʔεͰՔಇ͢Δ಺੡ͷWeb؅ཧը໘

  46. ᶄ໰͍߹Θͤͷٕज़తௐࠪ ɹܰඍͳ΋ͷ͸ύονΛॻ͍ͯPR΋

  47. ᶅෆਖ਼ͳϓϨΠϩάௐࠪ΍CSͷۀ຿ޮ཰վળ

  48. Ҏલ͔ΒCSઐ໳ͷ։ൃνʔϜ͕͋ͬͨ ՝୊ղܾͷઌΛߟ͑ͨΒɺ৴པ޲্͕͋ͬͨ CREνʔϜΛઃཱ͠৴པ޲্ʹऔΓ૊ΜͰ͍Δ

  49. CREʹΑΔ՝୊ղܾྫ

  50. ͲΜͳ՝୊͕ ͔͋ͬͨ

  51. ͓໰͍߹Θ͕ͤଟ͍

  52. ͓໰͍߹Θͤͷ൒਺͕ ϓϨΠσʔλ෮چґཔ

  53. ػछมߋ΍୺຤ނোͰ ݩͷϓϨΠσʔλ͕ ༡΂ͳ͘ͳͬͯ͠·ͬͨ

  54. ରԠϑϩʔ͕ෳࡶ

  55. ώϡʔϚϯΤϥʔ΋

  56. > 2 days

  57. Ͳ͏͠Α͏ʁ

  58. ࣗಈԽ

  59. Ұׅσʔλ෮چγεςϜͷ࢓૊Έ "1*ܦ༝Ͱ ϝʔϧऔಘ $3. ;FOEFTL σʔλ෮چґཔ ৼΓ෼͚ खಈ /( 0,

    ׬ྃ௨஌ ࣗಈ ࣗಈݕূ ελοϑʹΑΔ ҰཡνΣοΫ ࣗಈݕূ  ࣗಈσʔλ෮چ ಺੡γεςϜ "1*ܦ༝Ͱ ϝʔϧߋ৽
  60. 1 month 2 people

  61. ݁Ռ

  62. < 24 hours

  63. ख࡞ۀ͔Βͷղ์

  64. ਖ਼֬͞

  65. ਓͷ໾ʹཱͯΔ

  66. ՝୊͸·ͩ·ͩ͋Δ

  67. γεςϜΛ1͔Β࡞Δͷ͸ָ͍͠ʂ

  68. ·ͱΊ

  69. CRE͸ٕज़Λ௨͓ͯ͠٬༷ͷ৴པΛ޲্͢Δ໾ׂ XFLAG ελδΦCRE͸CSͱڠྗͯ͠৴པ޲্ʹ औΓ૊ΜͰ͍Δ CREʹΑΔ՝୊ղܾྫΛ঺հͨ͠

  70. ίϛϡχςΟ׆ಈͱએ఻

  71. ࠓճ঺հͨ͠ҰׅγεςϜΛؚΊ ੒Ռ෺ΛOSSͱͯ͠ެ։͍͖ͯ͠·͢

  72. • ʲCRE΢ΟʔΫ݄༵೔ʳtoC αʔϏεͷ CRE ʹ͓͚Δ SLO ͷߟ͑ํ ◦ https://career.xflag.com/report/engineer/lets-think-slo-of-toc-cre/ •

    ʲCRE΢ΟʔΫՐ༵೔ʳZendesk·΋Δ͘Μͱ͍͏ࣾ಺πʔϧΛΦʔϓϯιʔεԽ͠·ͨ͠ ◦ https://career.xflag.com/report/engineer/cre-zendesk-incident-protector/ • ʲCRE΢ΟʔΫਫ༵೔ʳαϒεΫϦϓγϣϯͷͪΐͬͱةݥͰσΟʔϓͳ͓࿩ ◦ https://career.xflag.com/report/engineer/cre-subscription-duration/ • ʲCRE΢ΟʔΫ໦༵೔ʳChatOpsʹΑΔղੳج൫ͷӡ༻վળͱAWSΫϩεΞΧ΢ϯτ؀ڥʹ͓͚Δ Chatbotͷ࣮૷ྫ ◦ https://career.xflag.com/report/engineer/aws-cross-account-chatops/ • ʲCRE΢ΟʔΫ༵ۚ೔ʳCRE νʔϜͰ׆͖ͨ͜Ε·Ͱͷܦݧ ◦ https://career.xflag.com/report/engineer/career-of-cre/
  73. https://career.xflag.com/

  74. None