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「CSを加速する新しい流れ」XFLAG スタジオにおけるCREとは
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Hiroki Toyokawa
March 17, 2018
Technology
1
1.9k
「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。
Hiroki Toyokawa
March 17, 2018
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Transcript
ʮCSΛՃ͢Δ৽͍͠ྲྀΕʯ XFLAG ελδΦʹ͓͚ΔCREͱ ๛ ߂थ (@otoyo0122) JustTechTalk#11 גࣜձࣾϛΫγΟ XFLAG ελδΦ
CREνʔϜ
ࣗݾհ • ๛ ߂थ (@otoyo0122) • גࣜձࣾϛΫγΟ XFLAG ελδΦ CREνʔϜ
• ུྺ ◦ WebܥελʔτΞοϓΛܦͯɺݱ৬ (20132݄ʙ) ▪ ΧελϚʔαϙʔτ (CS) ෦ઐଐΤϯδχΞͱͯ͠5 ◦ CREνʔϜൃ (201712݄)
XFLAG ελδΦ • εϚϗΞϓϦ ◦ ϞϯελʔετϥΠΫ (201310݄) ◦ ϞϯετελδΞϜ (20154݄)
◦ ϑΝΠτϦʔά (20176݄) • ಈը ◦ ϞϯετΞχϝ (201510݄) ▪ ੈքྦྷܭ࠶ੜճ2ԯճಥഁ (20176݄) ◦ ܶ൛ (201612݄) • ళฮɾECαΠτ ◦ XFLAG STORE SHIBUYA (20175݄) ◦ XFLAG STORE (20176݄)
Ϣʔβʔମݧ
ࠓ·Ͱങͬͨͷ
ͦͷ͓ؾʹೖΓ ͳͥʁ
None
None
None
ݏ͍ʹͳͬͨͷ ͳͥʁ
None
None
None
ސ٬ରԠͱ৴པ
࿑ྗ͕େ͖͍
None
ରԠ͕ѱ͍ ͱ ؾ͕ѱ͍
ରԠ͕ѱ͍ ͱ ৴པΛͳ͘͢
ରԠ͕ྑ͍ ͱ ৴པΛಘΔ
৴པେࣄ
CS=ΩʔϚϯ
CSͷݱͱ՝
ͳͥѱ͍ ରԠʹͳΔ
2ͭͷ
ᶃٕज़తͳʹରԠͰ͖ͳ͍
ᶄπʔϧ͕શͰͳ͍
։ൃνʔϜʹ པΊ
͍͔͠Β͋ͱͰͶ
͍͔͠Β͋ͱͰͶ ѱ͘ͳ͍Α❤
։ൃ CS
Ͳ͏͠Α͏ʁ
ಉ͡ඪͷΤϯδχΞ͕͍Δͱ͍͍ΑͶ
CS՝ޙճ͠ʹ͞Ε͕ͪͱ͍͏ೋॏߏͷ՝ CSઐͷΤϯδχΞνʔϜ͕͍Δͱ͍͍ • ٕज़తͳόοΫάϥϯυ͕͋ͬͯ • CS՝ʹ༏ઌతʹऔΓΊΔ
XFLAG ελδΦCREͷΓཱͪ
ੲʑ͋Δͱ͜ΖʹCSઐͷ։ൃνʔϜ͕͋ͬͨ
͔ͦ͠͠ͷଘࡏṖʹแ·Ε͍ͯͨ
͕ͯय़ʹͳΓ ɹ৽ଔ͕ೖ͖ͬͯͨ
৽ଔݴͬͨ ʮΤϯδχΞͳͷʹCSଐ͔ͱࢥͬͨʯ
CS՝ʹऔΓΉਓͨͪ ໊લҧ͑ͲͲͷձࣾʹ͍Δ
ଘࡏ͕ΒΕͯͳ͍ ඞཁͳͷΘ͔ͬͯΔ Ͱඞཁੑ͕ೝ͞Εͯͳ͍ ՝Λर͏ʑ ͜ͷઌͲ͏ͳΔΜͩΖ͏ ࢦ͖͢ͷ͕ཉ͍͠ Μͩ
http://developer.hatenastaff.com/entry/2017/08/09/173607 ΜͰͨΒΠϕϯτͰग़ձͬͨਓ͕CRE?ʹͳͬͨ
CREͱʁ Customer Reliability Engineer (ސ٬৴པੑΤϯδχΞ) Google ͕ఏএׂͨ͠ͷ1ͭ ސ٬ͷ༷࣋ͭʑͳ՝ΛΤϯδχΞϦϯάͰղܾ͢Δ αʔϏεɾϒϥϯυʹର͢Δސ٬ͷ৴པͷ࠷େԽ͕త
CRE୳͠ٻΊ͍ͯͨ͑ͩͬͨ
201712݄ɺCREνʔϜઃཱ
ᶃCSπʔϧαϙʔτڥͷ։ൃɾอक ɹαʔϏεͱಉ͡ίʔυϕʔεͰՔಇ͢ΔͷWebཧը໘
ᶄ͍߹Θͤͷٕज़తௐࠪ ɹܰඍͳͷύονΛॻ͍ͯPR
ᶅෆਖ਼ͳϓϨΠϩάௐࠪCSͷۀޮվળ
Ҏલ͔ΒCSઐͷ։ൃνʔϜ͕͋ͬͨ ՝ղܾͷઌΛߟ͑ͨΒɺ৴པ্͕͋ͬͨ CREνʔϜΛઃཱ͠৴པ্ʹऔΓΜͰ͍Δ
CREʹΑΔ՝ղܾྫ
ͲΜͳ՝͕ ͔͋ͬͨ
͓͍߹Θ͕ͤଟ͍
͓͍߹Θͤͷ͕ ϓϨΠσʔλ෮چґཔ
ػछมߋނোͰ ݩͷϓϨΠσʔλ͕ ༡ͳ͘ͳͬͯ͠·ͬͨ
ରԠϑϩʔ͕ෳࡶ
ώϡʔϚϯΤϥʔ
> 2 days
Ͳ͏͠Α͏ʁ
ࣗಈԽ
Ұׅσʔλ෮چγεςϜͷΈ "1*ܦ༝Ͱ ϝʔϧऔಘ $3. ;FOEFTL σʔλ෮چґཔ ৼΓ͚ खಈ /( 0,
ྃ௨ ࣗಈ ࣗಈݕূ ελοϑʹΑΔ ҰཡνΣοΫ ࣗಈݕূ ࣗಈσʔλ෮چ γεςϜ "1*ܦ༝Ͱ ϝʔϧߋ৽
1 month 2 people
݁Ռ
< 24 hours
ख࡞ۀ͔Βͷղ์
ਖ਼֬͞
ਓͷʹཱͯΔ
՝·ͩ·ͩ͋Δ
γεςϜΛ1͔Β࡞Δͷָ͍͠ʂ
·ͱΊ
CREٕज़Λ௨͓ͯ͠٬༷ͷ৴པΛ্͢Δׂ XFLAG ελδΦCRECSͱڠྗͯ͠৴པ্ʹ औΓΜͰ͍Δ CREʹΑΔ՝ղܾྫΛհͨ͠
ίϛϡχςΟ׆ಈͱએ
ࠓճհͨ͠ҰׅγεςϜΛؚΊ ՌΛOSSͱͯ͠ެ։͍͖ͯ͠·͢
• ʲCREΟʔΫ݄༵ʳtoC αʔϏεͷ CRE ʹ͓͚Δ SLO ͷߟ͑ํ ◦ https://career.xflag.com/report/engineer/lets-think-slo-of-toc-cre/ •
ʲCREΟʔΫՐ༵ʳZendesk·Δ͘Μͱ͍͏ࣾπʔϧΛΦʔϓϯιʔεԽ͠·ͨ͠ ◦ https://career.xflag.com/report/engineer/cre-zendesk-incident-protector/ • ʲCREΟʔΫਫ༵ʳαϒεΫϦϓγϣϯͷͪΐͬͱةݥͰσΟʔϓͳ͓ ◦ https://career.xflag.com/report/engineer/cre-subscription-duration/ • ʲCREΟʔΫ༵ʳChatOpsʹΑΔղੳج൫ͷӡ༻վળͱAWSΫϩεΞΧϯτڥʹ͓͚Δ Chatbotͷ࣮ྫ ◦ https://career.xflag.com/report/engineer/aws-cross-account-chatops/ • ʲCREΟʔΫ༵ۚʳCRE νʔϜͰ׆͖ͨ͜Ε·Ͱͷܦݧ ◦ https://career.xflag.com/report/engineer/career-of-cre/
https://career.xflag.com/
None