Building a Culture of Reliability - SRECon EMEA 2017

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Arup Chakrabarti Director of Engineering, PagerDuty Building a Culture of Reliability SRECON EMEA 2017 @arupchak

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@arupchak Disclaimers

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@arupchak I work with smrt smart people

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@arupchak You are not PagerDuty

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@arupchak We get this wrong too

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@arupchak Definitions

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@arupchak Reliability

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@arupchak Probability that your software works*

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@arupchak What every CTO claims they want because numbers

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@arupchak Culture

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@arupchak Social behavior and norms for a group of people

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@arupchak A way to get your colleagues to behave the way you want them to without staring at them all the time

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@arupchak Metrics

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@arupchak “Show me the business impact” -Your Pointy Haired Manager

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@arupchak “Here is a graph of open File Descriptors going through the roof” -Frustrated Engineer

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@arupchak “What the $%#! is a File Descriptor?” -Your Pointy Haired Manager

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@arupchak Business Metrics Managers Care About

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@arupchak Metrics Your Customers Care About

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@arupchak Two Types of Online Businesses • Individual Transaction Businesses • Subscription Businesses

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@arupchak Individual Transaction Business $$$ per Minute $0 $23 $45 $68 $90 Monday Tuesday Wednesday Thursday Friday

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@arupchak Individual Transaction Business $$$ per Minute $0 $23 $45 $68 $90 Monday Tuesday Wednesday Thursday Friday

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@arupchak Individual Transaction Business $$$ per Minute $0 $23 $45 $68 $90 Monday Tuesday Wednesday Thursday Friday

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@arupchak Individual Transaction Business $$$ per Minute $0 $23 $45 $68 $90 Monday Tuesday Wednesday Thursday Friday

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@arupchak Individual Transaction Business $$$ per Minute $0 $23 $45 $68 $90 Monday Tuesday Wednesday Thursday Friday $

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@arupchak Individual Transaction Business $$$ per Minute $0 $23 $45 $68 $90 Monday Tuesday Wednesday Thursday Friday $ €

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@arupchak Subscription Businesses • Cannot solely measure when you make money • Poor Reliability erodes trust and will cause you lose revenue • Need to find something between how money is made and what customers care about

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@arupchak Subscription Businesses Incidents Resolved per Hour - July 2017

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@arupchak Finding the right metrics is hard

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@arupchak But still worth looking for

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@arupchak More People On-Call

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@arupchak Customers do not care who gets paged

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@arupchak Customers just want to use your service

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@arupchak Centralized Operations Engineering Org

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@arupchak Centralized Operations Engineering Org

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@arupchak Centralized Operations Engineering Org

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@arupchak Distributed Operations Engineering Org

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@arupchak Distributed Operations Engineering Org

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@arupchak Distributed Operations Engineering Org Eng Product HR UX Marketing Execs

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@arupchak Distributed Operations Org • Sets expectations around availability of people • More small incidents over single major incident • Builds empathy and why Reliability is hard

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@arupchak Tooling and Processes

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@arupchak “If we just install Nagios, everything will be fine and all of our problems will be solved” -Arup in 2002

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@arupchak “We humans co-evolve with our tools. We change the tools, and the tools change us, and that cycle repeats.” -Jeff Bezos

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@arupchak Failure Friday (Process)

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@arupchak Started Small

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@arupchak

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@arupchak Got Bigger and Smarter

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@arupchak

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@arupchak ?

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@arupchak ?

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@arupchak ?

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@arupchak Reboot Roulette (Tool)

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@arupchak

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@arupchak Major Incident Response  (Process and Tooling)

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@arupchak Started Really Poorly

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@arupchak Got A Little Better Each Time

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@arupchak

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@arupchak Still Not Perfect

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@arupchak

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@arupchak Internal Liaison Role (Process)

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@arupchak Over-communicate during Major Incidents

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@arupchak

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@arupchak Improving Reliability means constantly failing, constantly recovering, and constantly learning

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@arupchak Yes, it can be exhausting, but it is worth it

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@arupchak Improving Culture means constantly failing, constantly recovering, and constantly learning

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@arupchak Yes, it can be even more exhausting, but it is really really really worth it

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Arup Chakrabarti Director of Engineering, PagerDuty Thank You WE ARE HIRING PAGERDUTY.COM/CAREERS ARUP@PAGERDUTY.COM @arupchak

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@arupchak Related Reading • https://response.pagerduty.com/ • https://www.pagerduty.com/blog/intern-insights-on-call-experience/ • https://www.pagerduty.com/blog/failure-fridays-four-years/ • https://speakerdeck.com/arupchak